Lead the Admissions and River team at the London Eye, one of the UK’s most iconic visitor attractions. This role ensures world-class guest experiences through exceptional service, operational excellence, and safety compliance. The Admissions team drives ticket sales and upselling of packages, while the River team manages pier operations and delivers engaging commentary on sightseeing cruises. The department plays a critical role in revenue generation, health and safety on the River Thames, and creating unforgettable experiences for millions of visitors.

JOB SCOPE

Oversee the safe, efficient, and profitable operation of the Admissions and River department by implementing best practices in recruitment, training, coaching, and performance management. Ensure all processes meet safety, financial, and operational standards while achieving sales and customer service KPIs. This includes managing staffing levels, maintaining compliance with cash handling and data protection procedures, and fostering a culture of active selling and exceptional guest care.

Working shift pattern to cover 5 days out of 7, averaging 40 hours per week, not including any breaks. The ability to be flexible with working hours and days to meet demands and requirements of the business which operates 7 days a week.

PERSONAL QUALITIES

• Calm and composed under pressure, able to maintain clarity, make sound decisions, and provide reassurance to both guests and team members during busy periods or unexpected situations.
• Natural leadership presence, with the ability to inspire confidence, set clear expectations, and lead by example in a dynamic, guest-focused environment.
• Exceptional communicator, skilled at delivering clear instructions, active listening, and maintaining open, positive communication across all levels of the team.
• Guest Obsessed mindset, consistently prioritising visitor experience, anticipating needs, and ensuring high standards of service.
• Proactive problem-solver, quick to identify issues and implement effective solutions to keep operations running smoothly.
• Adaptable and resilient, comfortable navigating change, shifting priorities, and the demands of a high-energy, fast-moving attraction.
• Team-focused and approachable, fostering trust, building strong working relationships, and creating an environment where staff feel supported and motivated.

• Proven experience in managing or operating fast-paced visitor attractions, museums, or similar public-facing environments, with a strong understanding of guest flow, service delivery, and operational efficiency.
• Demonstrated leadership experience, including the ability to motivate, support, and develop teams while fostering a positive, high-performance culture.
• Strong numerical skills, with the ability to interpret data, manage budgets, analyse performance metrics, and support operational decision-making.

We’re growing fast and alongside a fun and friendly environment, we offer a fabulous package and amazing prospects – ideal if you’re already fantastic and want to become even better (our magic can help here).  Benefits include Pension, Life Assurance, discretionary company bonus, 25 days’ holiday and, of course, a Merlin Magic Pass which gives you and your friends and family free admission to all of our attractions worldwide, as well as 25% discount in our retail shops and

restaurants and 40% discount on LEGO