At a Glance
- Tasks: Lead the LEGO Store team, ensuring top-notch guest experiences and operational excellence.
- Company: Join Merlin Entertainments, a global leader in family entertainment with exciting attractions worldwide.
- Benefits: Enjoy 40% off LEGO products, free tickets to attractions, and ongoing training opportunities.
- Why this job: Be part of a fun, dynamic environment where you can create magical memories for guests.
- Qualifications: Previous retail management experience and a passion for exceptional customer service are essential.
- Other info: This role is based at LEGOLAND Windsor Resort, surrounded by beautiful parkland.
The predicted salary is between 19200 - 22400 ÂŁ per year.
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Merlin Entertainments provided pay range
This range is provided by Merlin Entertainments. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Zonal Operations Manager – LEGO Store
Location: LEGOLAND Windsor Resort, Windsor, SL4 4AY
Hours: 37.5 hours per week, across a 7-day rota (any 5 days out of 7, including weekends & bank holidays)
Contract Type: Permanent, salaried
Here at the LEGOLAND Windsor Resort our 2025 season is in full swing, and we are recruiting for a Zonal Operations Manager to join our AWESOME LEGO Store Team!
As a Zonal Operations Manager at LEGOLAND Windsor within the LEGO Store, you will be responsible for the day-to-day running of the LEGO Store area of the Resort, ensuring the highest standards of guest interactions and health and safety are delivered every day. You will oversee all elements of the LEGO Store and your wider zone, including guest amenities, third party suppliers and, of course, cleanliness standards throughout.
You will manage the dedicated LEGO Store team with a key focus on operational excellence, guest satisfaction, brand standards and driving your team to exceed our guests’ expectations with proven data metrics via our KPI surveys and NPS scores. It is vital that the LEGO Store remains well stocked, displays are attractive and eye catching, and your team are well trained in the importance of the LEGO brand guidelines.
The Zonal Operations Manager within the LEGO Store exists to ensure our guests are enjoying their visit, all aspects of the LEGO Store and wider zone are health and safety compliant, and our front-line teams are engaged, well managed and passionate about guest excellence. As a motivational leader you will empower your teams to seek new and innovative ways of making memories for our guests, celebrate success and promote engagement and development activities, alongside the management of any employee relations issues, conflict resolution and promotion of a coaching culture.
As the zone representative you will be out on the resort spending time with your team and our guests, taking in the moment feedback and resolving any guest escalations appropriately within our guest recovery frameworks. You’ll identify trends in feedback and take proactive steps to minimise guest disruption and enhance satisfaction, share best practice and collaborate with other Zonal Managers to achieve maximum attraction efficiency, commercial revenue, high cleanliness, team engagement and guest satisfaction.
The Zonal Operations Manager within the LEGO Store will form excellent relationships across the resort, with the Commercial Manager & Specialists, and within their own team to ensure training compliance is up to date and recorded, your team objectives align with the resort goals, development plans are in place and each individual zonal contributor is valued, engaged and delivering excellent guest service.
Qualifications & Experience
- Previous experience working within a Retail store as a team leader or manager is essential
- Experience working in a theme park setting is essential
- Previous experience managing a team is essential
- Passionate about exceptional customer service, with the ability to develop your team to deliver the highest standard of guest interactions
- An excellent communicator with the ability to work alongside a diverse team of stakeholders, make informed decisions under pressure and champion a culture of inclusion and collaboration
- The ability to embrace our Merlin values – Own Your Craft, Go Together, Enjoy the Ride, Drive & Discover, and We Care – and empower the team around you to bring joy, create connections and make lasting memories for our guests, leading by example to guide the behaviours that set us apart as an employer, a community and a first choice destination for families.
Benefits
- 40% discount off LEGO sets and products on the online LEGO Store!
- Merlin Magic Pass: 20 free tickets for you, your family and friends to enjoy all of our Merlin Attractions across the world!
- 25% discount in Merlin retail shops and restaurants (a brilliant extra treat when you’re using your Magic Pass to visit!)
- Staff discount codes for Merlin Annual Passes to gift to loved ones!
- Private pension scheme
- Life assurance scheme
- Employee assistance programme
- Access to Perks at Work which 30,000+ national & local employee discounts
- Free staff parking
- Ongoing training & development
About The LEGOLAND Windsor Resort
We are looking for a Zonal Operations Manager to join our AWESOME LEGO Store team at the UK’s favourite children’s theme park; the LEGOLAND Windsor Resort. The LEGOLAND Windsor Resort is the ultimate destination for families with children age 2-12. The Resort is home to three awesome LEGO themed Hotels and a host of rides, shows and attractions built around the iconic LEGO brick. This role is based at the Windsor theme park, located in 150 acres of beautiful parkland.
About Merlin
A job with Merlin isn’t like a job anywhere else. With attractions around the world, from rollercoasters to wax figures, we don’t trade in suits, handshakes or briefcases. We trade in fun. In smiles, shrieks and spine-tingles. In Memories. In magic. But there are no tricks behind our magic. Instead, there are people like you. Passionate, dedicated people who are committed to making sure our worldwide attractions and guests’ experiences are the best they can be.
If you have any questions or if you require any reasonable adjustments, because of a disability or medical condition, please contact us by email at jobs@legoland.co.uk and one of the team will get back to you as soon as possible.
Pay Range
GBP ÂŁ32,000.00/Yr.
Seniority level
-
Seniority level
Mid-Senior level
Employment type
-
Employment type
Full-time
Job function
-
Job function
Management and Manufacturing
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Industries
Entertainment Providers
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Zonal Operations Manager - LEGO Store employer: Merlin Entertainments
Contact Detail:
Merlin Entertainments Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Zonal Operations Manager - LEGO Store
✨Tip Number 1
Familiarise yourself with the LEGO brand and its values. Understanding what makes LEGO unique will help you connect with the company's culture and demonstrate your passion during interviews.
✨Tip Number 2
Network with current or former employees of Merlin Entertainments. They can provide valuable insights into the company culture and the expectations for the Zonal Operations Manager role, which can give you an edge in your application.
✨Tip Number 3
Prepare to discuss your experience in managing teams and delivering exceptional customer service. Be ready to share specific examples of how you've motivated teams and improved guest satisfaction in previous roles.
✨Tip Number 4
Showcase your ability to handle guest feedback and resolve issues effectively. Think of instances where you've turned a negative experience into a positive one, as this aligns with the role's focus on guest excellence.
We think you need these skills to ace Zonal Operations Manager - LEGO Store
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in retail management and customer service. Emphasise any previous roles where you led a team or improved guest satisfaction, as these are key aspects of the Zonal Operations Manager position.
Craft a Compelling Cover Letter: In your cover letter, express your passion for the LEGO brand and your commitment to exceptional customer service. Mention specific examples of how you've successfully managed teams and enhanced guest experiences in past roles.
Showcase Leadership Skills: Highlight your leadership style and how it aligns with Merlin Entertainments' values. Discuss your approach to team motivation, conflict resolution, and fostering a positive work environment, as these are crucial for the role.
Research the Company: Familiarise yourself with Merlin Entertainments and the LEGOLAND Windsor Resort. Understanding their mission, values, and recent developments will help you tailor your application and demonstrate your enthusiasm for the role.
How to prepare for a job interview at Merlin Entertainments
✨Show Your Passion for LEGO
Make sure to express your enthusiasm for the LEGO brand during the interview. Share personal experiences with LEGO products or how you’ve engaged with the brand in the past. This will demonstrate your genuine interest and alignment with the company’s values.
✨Highlight Leadership Experience
As a Zonal Operations Manager, you'll be leading a team. Be prepared to discuss your previous leadership roles, focusing on how you've motivated teams, resolved conflicts, and driven operational excellence. Use specific examples to illustrate your management style and successes.
✨Understand Guest Experience Metrics
Familiarise yourself with key performance indicators (KPIs) related to guest satisfaction, such as NPS scores. Be ready to discuss how you would use data to improve guest interactions and operational standards within the LEGO Store.
✨Demonstrate Problem-Solving Skills
Prepare to discuss scenarios where you've had to think on your feet and resolve issues quickly, especially in a retail or theme park environment. Highlight your ability to remain calm under pressure and your strategies for ensuring guest satisfaction even when challenges arise.