General Manager in London

Work Location: Museum of Illusions, London, United Kingdom

About The Museum of Illusions

Museum of Illusions is the world's largest and fastest-growing museum chain, with nearly 70 locations worldwide. We have welcomed over 20 million visitors since 2015! Museum of Illusions is a visual, sensory, and educational experience designed to engage your sense of wonder and shift your perspective through the science behind optical illusions. We value play, exploration, and creativity, and we are rapidly growing. Join us in our mission to inspire wonder and joy through illusions!

Candidate Profile and Focus

The General Manager is responsible for the safe, efficient, and profitable day-to-day operation of the museum. This role focuses primarily on operations, service delivery, retail performance, and exhibit maintenance, ensuring the museum meets its financial, quality, and compliance targets.

As the operational leader of the site, the General Manager will:

• Uphold the Museum of Illusions brand experience.
• Lead, motivate, and develop a high-performing team.
• Maintain exceptional standards of safety, service, and presentation.
• Control labour and operating costs in line with budget.
• Execute local retail, event, and sales initiatives to support business goals.

Primary Job Duties & Responsibilities

Operational Leadership

• Lead all aspects of the museum's daily operations to ensure a safe, efficient, and guest-focused environment.
• Build and maintain staff schedules aligned with approved labour budgets and visitor demand forecasts.
• Monitor operational KPIs (attendance, spend per head, labour %, satisfaction) and implement corrective actions where needed.
• Conduct daily walk-throughs, team briefings, and regular reviews to uphold standards.
• Ensure full compliance with H&S, fire, safeguarding, and accessibility regulations.

Guest Experience and Service Standards

• Deliver an exceptional and consistent visitor experience that reflects the MOI brand.
• Champion hospitality, cleanliness, and presentation across all guest areas.
• Respond to and resolve guest feedback and complaints with professionalism and empathy.
• Drive continuous improvement through team coaching, mystery shopper insights, and data analysis.

Retail and Merchandising

• Oversee all retail operations, ensuring effective merchandising, replenishment, and stock control.
• Maximise retail revenue through creative product displays and staff engagement.
• Manage SPH (spend per head), product margins, and shrinkage within target.
• Collaborate with central teams on seasonal launches and promotional activity.

Sales and Events Execution

• Execute on-site elements of the UK sales and events strategy, including private hires, influencer visits, and school trips.
• Liaise with the sales and marketing teams to deliver seamless local activations.
• Ensure all commercial activities reflect brand values and enhance the guest experience.

Maintenance and Exhibit Care

• Maintain all exhibits, fixtures, and building areas in full working order and presentation standard.
• Coordinate contractor visits and ensure planned maintenance schedules are met.
• Act as site lead for facilities, H&S compliance, and emergency procedures.
• Work closely with central operations and suppliers to resolve maintenance or exhibit issues promptly.

Financial and Labour Control

• Manage the site's operational budget, with accountability for labour, cost of sales, and controllables.
• Prepare accurate weekly and monthly forecasts and track performance against plan.
• Deliver efficiency through effective rota design, cross-training, and resource deployment.
• Ensure purchasing, cash handling, and reporting procedures are followed precisely.

Leadership and People Management

• Recruit, train, and inspire a high-performing team with a strong sense of ownership and service pride.
• Implement regular feedback, recognition, and development plans for all team members.
• Maintain a culture of accountability, professionalism, and inclusion.
• Lead by example, demonstrating MOI's values and operating standards.

Collaboration and Communication

• Work cross-functionally with the UK support team (Sales, Marketing, Finance, HR, Maintenance).
• Share insights and best practices with other MOI locations to drive continuous improvement.
• Represent MOI in the local community and build positive relationships with tourism and business partners.

Requirements

• Minimum 5 years' experience in operational management within leisure, attractions, retail, or hospitality.
• Demonstrated success managing large hourly teams and achieving labour efficiency.
• Strong organisational and problem-solving ability.
• Excellent interpersonal and communication skills.
• Financial acumen with proven ability to manage budgets and forecasts.
• Willingness to work weekends, holidays, and peak trading periods.
• Experience managing retail or merchandising operations.
• Exposure to facilities or building management.
• Local market relevant safety qualification.
• First Aid or Fire Marshal certification.
• Experience in a visitor attraction, museum, or experiential venue.

Company Statement: Museum of Illusions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.