Account Director –Attractions (Merlin/Aramark)
Hardwicke, England, United Kingdom Full-time Posted 11 hours ago
Job Description
The Account Director – Attractions will act as the senior strategic lead across the Merlin portfolio of attractions, building trusted relationships with key stakeholders while ensuring that operational delivery consistently exceeds expectations.
This is a commercially focused, client-facing leadership role. The Account Director will be responsible for driving operational excellence, commercial performance, innovation and client satisfaction across the Merlin portfolio, whilst identifying and developing opportunities to grow FEP’s presence and revenue within the sector.
Job Requirements
Essential
Client Relationship Management
The Account Director – Attractions will act as the senior strategic lead across the Merlin portfolio of attractions, building trusted relationships with key stakeholders while ensuring that operational delivery consistently exceeds expectations.
This is a commercially focused, client-facing leadership role. The Account Director will be responsible for driving operational excellence, commercial performance, innovation and client satisfaction across the Merlin portfolio, whilst identifying and developing opportunities to grow FEP’s presence and revenue within the sector.
Job Requirements
Essential
- Proven experience operating at senior leadership or Account Director level within contract catering, hospitality or a related sector.
- Strong commercial acumen with demonstrable experience managing large-scale P&L accounts and delivering against financial targets.
- Exceptional stakeholder management and relationship-building skills, with the ability to engage confidently at the board and senior client level.
- A strong background in premium hospitality and multi-site operations, with a track record of driving high standards across complex environments.
- Experience leading, developing and inspiring high-performing teams across multiple locations.
- Excellent knowledge of compliance, food safety, allergen management and operational standards.
- A proactive, innovative and solutions-focused leadership style with the ability to drive change and continuous improvement.
- Highly organised with the ability to manage a complex, multi-site portfolio simultaneously.
- Full UK driving licence and willingness to travel regularly to client sites.
- Experience working within the attractions, leisure, theme park, venues, or entertainment space
- Familiarity with event catering and retail operations within high-footfall environments.
- Degree-level education or equivalent professional qualification.
Client Relationship Management
- Build strong, credible relationships with key client stakeholders, acting as the primary point of contact and senior lead across all contracted accounts.
- Ensure all contractual obligations, KPIs and service level agreements are delivered to the highest standard at every venue.
- Lead regular business reviews, presenting operational performance, commercial updates and strategic recommendations with confidence.
- Identify opportunities for innovation, investment, and continuous improvement across the portfolio, bringing ideas that enhance the guest experience and add value for clients and FEP.
- Manage client expectations proactively, resolving issues swiftly and professionally to maintain outstanding service levels and long-term partnership success.
- Develop a thorough understanding of the client’s strategic goals, guest profile and commercial priorities, positioning FEP as an indispensable partner.
- Lead day-to-day operations across the attractions portfolio.
- Drive high standards across food quality, presentation, customer service, and overall guest experience, ensuring FEP’s reputation is upheld at every touch point.
- Conduct regular site visits to assess operational performance, compliance, and guest experience, providing clear feedback and direction to on-site teams.
- Develop annual business plans and operational strategies aligned to both client objectives and FEP’s commercial goals.
- Ensure all sites operate in line with company procedures, compliance standards, and brand expectations.
- Champion a culture of continuous improvement, driving initiatives that enhance quality, efficiency, and guest satisfaction across the portfolio.
- Support engaging marketing and promotional activity across operations in collaboration with clients.
- Take full ownership of the portfolio’s commercial performance, including P&L accountability, revenue targets, and margin delivery.
- Manage budgets, forecasts, and growth plans to maximise profitability and operational efficiency across all accounts.
- Monitor labour, GP, sales performance, and overhead controls to ensure strong and consistent financial results.
- Ensure accurate reporting, invoicing, and financial administration across all contracts.
- Identify and pursue organic growth opportunities through upselling, new concepts, extended scope, and service development within existing and new accounts.
- Develop annual account plans setting out clear growth targets and strategies for achieving them.
- Lead commercial negotiations and contract renewals in collaboration with the Commercial Director.
- Lead, motivate and develop multi-site teams across the attractions portfolio, creating a positive and high-performing culture.
- Coach and mentor event managers to build engaged, capable and ambitious teams.
- Manage talent development, succession planning, and performance management processes across the portfolio.
- Foster a collaborative, inclusive culture aligned with FEP’s values, focused on continuous improvement and employee engagement.
- Encourage innovation and empower teams to contribute ideas and solutions that improve operations and guest experience.
- Ensure full compliance across health & safety, food safety, allergen management, COSHH and relevant employment legislation at all sites.
- Drive best practice across operational governance, HR, and environmental management procedures.
- Manage internal and external audits successfully, ensuring all action plans are delivered on time and to standard.
- Maintain exceptional standards across all aspects of food, hospitality and guest experience, acting as a visible leader and role model across the operation.
- Monitor and report on key performance indicators, including mystery diner scores, guest satisfaction, audit results, and wastage.
- Monitor market trends within the attractions sector and bring creative, relevant ideas to clients that keep FEP ahead of the curve.
- Increase our footprint to ensure an exceptional guest experience and consistency.
- Competitive salary, commensurate with experience.
- Car allowance.
- Bonus scheme
- 25 days’ annual leave plus bank holidays.
- Pension scheme.
- Access to FEP’s wider employee benefits programme.
- A dynamic, fast-paced environment where you can make a genuine impact at some of the UK’s most exciting venues.