Commercial Supervisor

Are you a dynamic leader with a passion for customer service and driving commercial success? Do you thrive in a fast-paced environment where no two days are the same?

We’re looking for a Commercial Supervisor to lead our Retail and Food & Beverage (F&B) operations at SEA LIFE Kelly Tarlton’s Auckland!

About the Role

As Commercial Supervisor, you will oversee the Retail and F&B teams, ensuring world-class guest experiences while driving revenue and operational efficiency. Working closely with the Operations Manager, you’ll lead your team to maintain high standards in customer service, merchandising, stock control, food safety, and guest engagement.

This full-time role involves managing daily operations, training and developing staff, performance management, handling rostering and payroll, and optimizing commercial success across the attraction.

About Us

Merlin Entertainments is the company behind iconic brands like SEA LIFE, Madame Tussauds, LEGOLAND, and Peppa Pig World of Play. We operate in over 140 attractions across 25 countries, delivering memorable experiences to 54 million+ visitors a year.

We’re the leading operator of visitor attractions in Australia and New Zealand, with 10 attractions, including SEA LIFE, Wild Life, Madame Tussauds, and the Fly Treetop Adventures, amongst others.

Merlin Entertainments is driven by a strong social responsibility with the vision to create a world where the global community respects, conserves, and sustainably manages our precious aquatic habitats, wildlife, and natural resources. We strive to achieve this goal through our 3 charities: Merlins Magic Wand, the SEA LIFE Trust, and the WILD LIFE Conservation Fund.

So, if you are vibrant and passionate about delivering an amazing service within a great company and in a team who loves what we do – then we want to hear from you!

Merlin Entertainments strongly encourages application from all background, including people of Aboriginal and/or Torres Strait Islander decent.

Key Responsibilities

• Lead the Retail and F&B teams, ensuring seamless daily operations and exceptional guest service.
• Maintain high standards in visual merchandising, ensuring attractive product displays to maximize sales.
• Oversee stock control, including ordering, stocktaking, and minimizing waste.
• Monitor and analyse sales performance, implementing strategies to drive revenue growth.
• Manage rostering and payroll, ensuring efficiency and compliance with budget guidelines.
• Oversee staff training, coaching, and development, building a high-performing team.
• Drive performance management, including setting expectations, providing feedback, and addressing underperformance.
• Respond to guest feedback via reviews, social media, and direct interactions.
• Act as Duty Supervisor when required, ensuring safety and a positive experience for both guests and staff.
• Champion PCI compliance, ensuring all payment processing is secure and in line with company policies.

About You

• Proven experience in retail, hospitality, or food & beverage management.
• Strong leadership skills, with the ability to train, coach, and manage performance.
• Experience in rostering and payroll administration.
• Excellent customer service and communication skills.
• Experience in merchandising, stock control, and sales analysis.
• A proactive, hands-on approach, with the ability to problem-solve on the go.
• Comfortable working weekends, holidays, and peak periods as needed.
• Previous experience in an aquarium, zoo, or attraction is a bonus!

Why Join Us?

• Work in an iconic attraction alongside amazing marine life, from sharks to penguins!
• Enjoy fantastic staff benefits, including a Merlin Magic Pass for free entry to attractions worldwide.
• Be part of a fun, supportive team with ongoing training and career development opportunities.
• Make a real impact in guest experience and commercial success at SEA LIFE Kelly Tarlton’s.

Benefits

• Corporate benefits including free access to all our attractions worldwide
• Domestic and global opportunities to develop and progress your skills and career in tourism and attractions
• Additional Leave (including birthday and wellbeing) and 3 volunteer days to give back to a social cause you care about
• Opportunity to be involved with our Diversity & Inclusion initiatives, including our Reconciliation Action Plan
• Being part of a business built on fun

Ready to make waves?

If you’re a driven leader with a passion for creating magical guest experiences and delivering commercial excellence, we want to hear from you!

Apply now and bring your energy, expertise, and leadership to SEA LIFE Kelly Tarlton’s Auckland!