Role Summary:

The Commercial Sales Manager plays a crucial role in delivering exceptional guest experiences by coordinating and managing corporate events and exclusive VIP resort packages. This role works closely with Marketing, Contact Centre, Resort Operations and Planning, requiring high standards of communication and organization to deliver standard and bespoke VIP and corporate experiences. The Commercial Sales Manager is also responsible for executing proactive sales outreach to enhance brand visibility and revenue growth, reporting directly to the Senior Commercial Manager.

Key responsibilities:

Event Coordination & Management:

• Plan and execute corporate events, ensuring alignment with brand standards and objectives.
• Design and manage exclusive resort VIP packages, catering to high-profile clientele with meticulous attention to detail.
• Collaborate with internal and external stakeholders to ensure all events are delivered to the highest standards.

Sales Outreach & Relationship Building:

• Conduct targeted sales outreach to promote resort offerings and secure new business opportunities.
• Develop and maintain relationships with corporate clients to foster repeat business.
• Identify trends and opportunities within the market to tailor sales approaches effectively.

Cross-Functional Collaboration:

• Act as the primary conduit between global functions, ensuring seamless communication and execution of guest services.
• Coordinate with teams across marketing, operations, and guest services to deliver exceptional experiences.
• Provide feedback and insights to enhance processes and optimize guest satisfaction.
• Support the resolution of employee relations issues as needed, offering guidance and assistance to team leaders, while ensuring adherence to company policies and fostering a positive workplace culture.

Guest Experience Enhancement:

• Ensure all touchpoints of the guest journey exceed expectations, focusing on personalization and premium service.
• Monitor guest feedback and implement actionable improvements in collaboration with relevant teams.

Health & Safety:

• Oversee compliance of policies and procedures set forth within the Merlin Entertainments Group Health, Safety and Security Policy.
• Understand risk assessments and ensure reporting of any new risks as appropriate.
• In cases of incidents or accidents ensure appropriate reporting is done in a timely and accurate manner.
• Actively share ideas, comments, and suggestions for improving safety within their work areas with their appropriate line manager.
• Lead response to incidents

• Proven experience in sales, event coordination, or a related field.
• Strong organizational and time management skills with the ability to juggle multiple priorities.
• Excellent communication and interpersonal skills, capable of engaging with clients at all levels.
• A results-driven mindset with a passion for exceeding targets and delivering excellence
• Proven experience in sales, event coordination, or a related field.

• Operational Excellence: Ability to design and deliver events that align with client expectations and company goals
• Attention to Detail: Attention to detail in coordinating logistics, schedules, and deliverables
• Problem Solving: Proactively identify and resolve operational challenges, developing creative solutions to recurring issues. Creative problem-solving skills to enhance guest experiences and streamline processes.
• Collaboration: Strong teamwork skills, ensuring alignment across global functions. Clear and concise communication, adept at resolving conflicts and ensuring smooth operations.
• Adaptability: Quick to adapt to dynamic demands and unexpected challenges.

Behaviours

A Merlin job is like no other. Our values—Own Your Craft, Go Together, Enjoy the Ride, Drive & Discover, and We Care—guide the behaviours that set us apart. By living these values, we bring joy, create connections, and make lasting memories for our guests, while fostering a positive and supportive environment where everyone can thrive.

Own Your Craft:

• Continuously sharpen your expertise, seek personal growth, and help others to develop in their roles.
• Actively listen to feedback and integrate it into improving performance.
• Stay curious and draw inspiration from both industry and the broader world to keep at the cutting edge of entertainment.

Go Together:

• Foster strong, trusting relationships by collaborating with colleagues across teams, locations, and cultures.
• Work together to solve problems, leveraging diverse perspectives to find the best solutions.
• Commit to decisions once made, and act swiftly to drive progress and deliver results.

Enjoy the Ride:

• Bring a sense of fun, positivity, and energy to the workplace, creating a joyful environment.
• Support and encourage others during challenges, viewing setbacks as opportunities to learn and grow.
• Cultivate a welcoming atmosphere where people feel valued, included, and like they belong.

Drive & Discover:

• Take ownership of your work, delivering excellence by seeing tasks through to completion.
• Prioritise tasks that have the greatest impact, focusing on quality over quantity.
• Proactively explore new opportunities to improve guest experiences, taking calculated risks to drive innovation.

We Care:

• Go above and beyond for both guests and colleagues, showing thoughtfulness in every interaction.
• Uphold uncompromising standards of safety, security, and welfare, prioritising the well-being of everyone.
• Actively contribute to making a positive impact on the environment and local communities, demonstrating social responsibility in all decisions.

• A competitive annual salary 
• 33 days holiday (including bank holidays) 
• ‘Enjoy the Ride’ Merlin Annual Passes - 6 in total per year, 1 for you, plus 5 to gift to loved ones! 
• Merlin Magic Pass - 20 free tickets for you, your family and friends to enjoy all of our Merlin Attractions across the world rising to 40 after a year’s service 
• Company bonus 
• Private pension scheme 
• 40% discount online off LEGO 
• 25% discount in our on-site retail shops and restaurants 
• Ongoing training and development opportunities  
• Plus, many more…