Ready to lead the magic behind the scenes?

We're looking for a strategic and hands-on Senior Operations Manager to join the Cadbury World senior leadership team. You’ll oversee a team of departmental managers across Guest Experience, Chocolate Making and our Education & Heritage Centre, helping shape the future of one of the UK’s most iconic attractions.

What you’ll do:

• Lead and support operations teams across guest experience, food & beverage, chocolate making and education.
• Drive day-to-day delivery of a brilliant visitor experience.
• Take ownership of performance outcomes including guest satisfaction, revenue, and team engagement.
• Ensure we deliver a safe, welcoming and inclusive space for every guest and every team member.
• Collaborate with marketing, finance, HR and tech teams to support attraction-wide success.
• Monitor, improve and report on operational performance – finding new ways to work smarter.
• Deliver financial goals including profit, cost control and secondary spend.
• Build a positive culture where feedback, development and recognition are part of daily life.

This is a full-time, permanent role, working any 5 days out of 7. This will include a fair share of weekends and bank holidays on a roster basis.

• Strong P&L and budgeting experience
• Skilled in leading large, multi-department teams
• Confident in driving guest experience KPIs
• Able to analyse and act on commercial performance data
• Experienced in rota management and labour cost control
• Knowledge of Health & Safety legislation and risk management
• Comfortable making high-impact decisions in live environments
• Skilled in cross-functional working with marketing, tech and finance
• Track record of delivering operational improvements

• 40% off LEGO online and 25% discount in our retail shops and restaurants
• Merlin Magic Pass - giving you free tickets to all our attractions worldwide for you, your family, and friends every year
• Enjoy the Ride Pass - giving you and 5 others a Merlin annual pass
• Private medical insurance – single cover
• Discounted rates at Merlin hotels all over the world
• Employee pricing up to 55% off cinema tickets

If you have any questions or if you require any assistance, because of a disability or medical condition, please contact us by email at gatewayuk.recruitment@merlinentertainments.biz and one of the team will get back to you as soon as possible.