At a Glance
- Tasks: Lead the Commercial team to enhance guest experiences and drive sales.
- Company: Join the iconic Madame Tussauds London, where fame meets fun!
- Benefits: Enjoy free entry to attractions, discounts, and career development opportunities.
- Other info: Flexible hours with exciting opportunities for growth and engagement.
- Why this job: Be at the forefront of creating unforgettable experiences for guests.
- Qualifications: Experience in leading teams in fast-paced, guest-facing environments.
The predicted salary is between 30000 - 40000 £ per year.
Welcome to the Stage. Welcome to the Spotlight! Ready to take ownership of the commercial heartbeat behind the ULTIMATE fame experience? Step into a role where guest experience meets smart sales strategy, where every interaction counts and every moment is an opportunity to deliver more.
We are Madame Tussauds London, and we are looking for a Guest Experience Manager (Commercial) to take centre stage. This is your chance to lead our Commercial operation, driving revenue, elevating guest experience and ensuring every part of the journey runs smoothly, from queue to checkout.
Working closely with the senior leadership team, you will lead Commercial Supervisors and front-line teams, overseeing retail, upsell and guest flow across the attraction. You will balance performance and experience, ensuring we consistently hit our targets while delivering standout service. You will also collaborate across departments to support campaigns, events and initiatives that keep our attraction commercially sharp and guest focused.
What you’ll be doing:
- Leading and managing the Commercial team, including Supervisors and frontline team members
- Driving commercial performance by maximising sales, upsell and secondary spend
- Managing guest flow through the attraction, ensuring efficient throughput and queue management
- Overseeing daily retail operations, including stock management, promotions and till performance
- Analysing revenue trends, RPC and upsell performance to identify opportunities and improve results
- Managing labour and staffing levels in line with operational demand and budget
- Acting as Duty Manager as required, ensuring safe, smooth and high-quality operations
- Working closely with Marketing to deliver campaigns, promotions and in-attraction activity
- Ensuring all promotional signage and visual merchandising is accurate and commercially effective
- Maintaining strong relationships with internal and external stakeholders, including suppliers and partners
- Driving compliance across cash handling, PCI, health and safety and operational standards
- Supporting stocktakes, logistics and wider operational activities when required
- Leading on recruitment, development and performance of the Commercial team
- Building engagement, running briefings and creating a high-energy, guest-focused culture
This is a full-time, permanent role based in London, working 5 days out of 7. Flexibility is essential, including weekends, bank holidays and occasional event support, as our attraction operates daily.
Qualifications & Experience:
We are looking for someone who can combine commercial focus with strong operational leadership. You will:
- Have experience leading teams in a fast-paced, guest-facing or retail environment
- Be commercially driven, with a strong understanding of sales performance and KPIs
- Have experience managing guest flow, queues or high-volume operations
- Be confident analysing data and using insight to improve performance
- Understand retail operations, including merchandising, stock and till systems
- Be comfortable managing rotas, labour budgets and operational planning
- Have a strong grasp of health, safety and compliance within an operational setting
- Communicate clearly and build effective relationships across teams and stakeholders
- Be organised, adaptable and able to manage competing priorities
- Take a proactive approach to problem solving, with a focus on continuous improvement
- Lead by example, bringing energy, accountability and high standards to your team
If you are ready to lead from the front and create experiences that deliver for both guests and the business, this is your moment.
Benefits:
- Merlin Magic Pass – allowing your friends and family free entry into our attractions globally!
- 25% discount in our retail shops and restaurants
- 40% online LEGO discount.
- Enjoy the ride pass, giving you and 5 others a Merlin annual pass (Gold edition)
- X2 volunteer days a year
- Access to an exclusive employee discount website
- Local benefits
- Outstanding opportunities for career development across the expanding group
Pay Range: Competitive
Guest Experience & Commercial Lead employer: Merlin
At Madame Tussauds London, we pride ourselves on being an exceptional employer that champions both guest experience and employee growth. Our vibrant work culture fosters collaboration and creativity, allowing you to take centre stage in driving commercial success while delivering unforgettable experiences. With competitive benefits, including a Merlin Magic Pass for free entry to attractions and extensive career development opportunities, joining our team means being part of a dynamic environment where your contributions truly matter.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Experience & Commercial Lead
✨Tip Number 1
Get to know the company inside out! Research Madame Tussauds London and understand their guest experience philosophy. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus when applying through our website.
✨Tip Number 3
Prepare for situational questions! Think about how you would handle guest flow or manage a busy retail environment. Use the STAR method (Situation, Task, Action, Result) to structure your answers and demonstrate your operational leadership skills.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. It’s a great chance to reiterate why you’re the perfect fit for the Guest Experience & Commercial Lead position.
We think you need these skills to ace Guest Experience & Commercial Lead
Some tips for your application 🫡
Show Your Passion:When you're writing your application, let your enthusiasm for guest experience and commercial operations shine through. We want to see that you’re not just looking for a job, but that you’re genuinely excited about creating memorable experiences for our guests!
Tailor Your CV:Make sure your CV is tailored to the role of Guest Experience & Commercial Lead. Highlight your experience in leading teams, managing guest flow, and driving sales performance. We love seeing how your skills align with what we’re looking for!
Be Specific with Examples:Use specific examples from your past roles to demonstrate your achievements. Whether it’s improving sales figures or enhancing guest satisfaction, we want to hear about the impact you’ve made. Numbers and results speak volumes!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Plus, it shows you’re keen on joining our team at Madame Tussauds London!
How to prepare for a job interview at Merlin
✨Know Your Numbers
Before the interview, brush up on key performance indicators (KPIs) relevant to guest experience and commercial operations. Be ready to discuss how you've driven sales or improved guest flow in previous roles. This shows you understand the commercial heartbeat of the attraction.
✨Showcase Your Leadership Style
Prepare examples that highlight your leadership skills, especially in fast-paced environments. Think about times when you motivated a team or improved service standards. This role is all about leading from the front, so demonstrate how you can energise and engage your team.
✨Understand the Guest Journey
Familiarise yourself with the guest experience at Madame Tussauds London. Consider how each touchpoint can be enhanced, from queue management to checkout. Being able to articulate your vision for improving the guest journey will set you apart.
✨Be Ready to Collaborate
This role involves working closely with various departments. Prepare to discuss how you've successfully collaborated with marketing or other teams in the past. Highlight your ability to build relationships and drive initiatives that benefit both guests and the business.
