Creative Operations Manager
Merlin Magic Making | London | Career Grade B3

Our Vision
Bring joy, create connections, and make memories – to be the global leader in branded entertainment destinations and the greatest place to work & play.

The Role
We’re on the lookout for a Creative Operations Manager to join Merlin Magic Making (MMM) – the global creative force behind Merlin Entertainments’ iconic attractions and experiences.

In this role, you’ll act as the dedicated operations lead for one business unit, working much like an account manager. From the first creative brief right through to delivery and handover, you’ll ensure projects are managed seamlessly – with the right people, resources, reporting and risk management in place.

This is a fantastic opportunity for someone who loves bringing structure to creative environments, thrives on building strong relationships, and has the confidence to influence at a senior level. You’ll play a key role in embedding the new Operations function within MMM, championing efficient ways of working that support creativity while keeping delivery on track.

What you’ll be doing

• Ensure effective use of creative resources by planning and managing workflow.
• Lead creative resourcing, forward planning and utilisation, assigning resource in partnership with the senior creative team.
• Maintain, update, and audit allocations within Smartsheet (or equivalent), presenting utilisation reports and dashboards to aid resource decisions.
• Track time against utilisation and oversee time reporting to optimise resource efficiency.
• Support the development and refinement of Smartsheet and other resource management systems for creative planning.
• Oversee project set-up and governance, including toolkit creation, team folder structures, and assigning resources in Smartsheet.
• Ensure Creative teams are inputting milestones into creative plans, while providing oversight of risks and progress.
• Manage the full creative workflow for Tier 1 projects – from brief to sign-off – ensuring deliverables, scope and stakeholders are aligned.
• Provide visibility on the project slate to MMM stakeholders and SLT, flagging risks early and driving resolution.
• Drive consistency and efficiency by streamlining workflows, implementing best practices and identifying opportunities for continuous improvement.
• Act as the key connector between creative ambitions and operational delivery across MMM.

What we’re looking for

• Proven experience in workflow or project management within a creative agency, project delivery environment, or similar.
• Knowledge of Smartsheet (or other workflow/project management systems) and experience in resource tracking and utilisation reporting.
• Strong knowledge of project management methodologies and tools.
• Excellent stakeholder management skills, able to influence and build trusted relationships at all levels.
• Exceptional organisational and time management abilities.
• Strong leadership qualities with the ability to inspire and guide cross-functional teams.
• Analytical mindset, able to solve problems pragmatically and effectively.
• Excellent communication and presentation skills.
• Proficiency in project management software and tools.

Who you are

• A natural organiser with a passion for making creative projects run smoothly.
• Collaborative and adaptable, thriving in a fast-paced, high-energy environment.
• Detail-oriented but able to see the bigger picture.
• Confident, proactive and unafraid to take ownership of projects and outcomes.
• Someone who loves working at the intersection of creativity and operations, helping brilliant ideas come to life.

What’s in it for you?
Joining Merlin means becoming part of a global team that brings joy to millions every year. You’ll get:

• The opportunity to shape operational excellence at the heart of a world-leading creative team.
• A dynamic, collaborative environment where your ideas make an impact.
• A competitive salary and benefits package.
• Opportunities for professional growth across Merlin’s global attractions portfolio.