Job Description

Commercial Manager - Marsh Farm

Marsh Farm is seeking a commercially driven Commercial Manager to lead revenue performance, customer experience, and operational delivery at our popular visitor attraction.

Reporting to the Parks Director, with the General Manager reporting into you, this is a hands-on role. You will be visible on site, actively involved in day-to-day operations, especially during busy periods and events. You will walk the customer journey, step in when standards drop, act quickly on underperformance, and take ownership of driving revenue, controlling costs, and improving the guest experience.

Key Responsibilities

Drive revenue growth, profitability, SPH, and labour efficiency.

Lead and support the General Manager and management team.

Manage budgets, forecasts, and commercial KPIs.

Work with Marketing to deliver campaigns, events, and promotions.

Champion excellent customer experience, safety, and standards

About You

Senior management experience in leisure, hospitality, retail, or attractions

Strong commercial and financial skills

Confident leader with a customer-first mindset

Competitive salary + KPI-based bonus

Apply with your CV and a short cover note. available to view.

: Commercial Manager

Organisation:

Marsh Farm

Reports To:

Parks Director

Direct Reports:

General Manager (GM)

Remuneration:

Competitive Salary + KPI-Based Performance Bonus

Purpose of the Role

The Commercial Manager is responsible for driving the commercial performance, revenue growth, and customer-focused delivery of Marsh Farm. Reporting to the Parks Director, the role ensures that commercial strategy, operational execution, and customer experience are fully aligned to achieve financial targets, brand standards, and business objectives.

The Commercial Manager will be visible, present, and actively involved in the day-to-day running of the site, especially during peak trading periods and events. You will not be desk-based or observational; you will be on the ground, walking the customer journey, intervening when standards slip, driving performance in real time, and taking ownership of results to optimise income streams, control costs, and maximise visitor satisfaction and spend.

Key Responsibilities

Commercial and Operational Leadership

Lead the commercial strategy and operational delivery of Marsh Farm in line with organisational objectives and direction set by the Parks Director. Oversee day-to-day commercial performance of the site, ensuring activities are efficient, safe, compliant, and customer focused. Strong presence for on-site performance, identifying underperformance quickly and acting decisively to improve revenue, standards, and guest experience. This includes stepping in when service, cleanliness, food quality, or team behaviours fall short, and pushing improvements through the business. Constructively challenging and providing leadership to the General Manager where required to assist development and progress. Provide leadership, direction, and support to the General Manager, ensuring effective site management and performance, stepping in when needed to maintain standards. Identify opportunities to increase revenue, improve margins, and always enhance commercial efficiency across all income streams. Ensure consistent delivery of brand standards and customer experience expectations.

Financial Management and Performance

Work closely with the Accounts Department and Parks Director to support accurate, timely financial reporting. Manage site-level budgets, forecasts, and management accounts, ensuring strong financial control and profitability. Monitor performance against agreed KPIs and budgets, identifying variances and implementing corrective actions. Drive cost control, labour efficiency, and value-for-money initiatives across all operational areas. Support preparation for financial review meetings and performance updates.

Sales, Marketing, and Revenue Generation

Collaborate with the Marketing Department to plan and deliver campaigns, promotions, events, and pricing strategies that drive attendance, spend per head, and repeat visits. Support development and launch of new attractions, experiences, retail, food & beverage, and seasonal events. With the Parks Director ensure marketing initiatives are commercially viable, operationally deliverable, and aligned with customer expectations. Monitor market trends, competitor activity, and visitor feedback to inform commercial decision-making.

People Leadership and Culture

Directly line-manage and develop the General Manager and wider team, setting clear objectives, performance standards, and development plans. Support the GM in ensuring appropriate staffing levels, training, and performance management across all departments. Promote a culture of accountability, professionalism, teamwork, and customer focus. Work as and shadow Duty Management shifts. Ensure compliance with employment law, health & safety legislation, and internal policies, escalating issues as required.

Customer Experience and Quality Standards

Champion the customer experience, ensuring a consistent focus on quality, service, safety, and value for money. Review guest feedback, complaints, and satisfaction data, ensuring improvements are implemented in a timely manner and logged for trends. Ensure facilities, attractions, and commercial outlets are presented and maintained to high standards.

Governance, Compliance, and Reporting

Support the Parks Director in maintaining compliance with statutory, environmental, licensing, and health & safety requirements. Ensure site-level policies, risk assessments, and standard operating procedures are followed effectively and kept up to date. Function as a senior site representative in meetings with partners, suppliers, and stakeholders as required.

Skills

Proven management experience within leisure, attractions, tourism, retail, hospitality, or visitor-focused environments. Strong commercial awareness with experience managing budgets, forecasts, and KPIs. Experience leading managers and multi-department teams. Ability to analyse performance data and translate insight into action. Effective communication, leadership, and organisational skills. A passion for delivering high-quality customer experiences and commercial results.

Personal Attributes

Commercially driven with a customer-first mindset. Strategic thinker with a practical, hands-on approach. Confident leader who motivates and develops others. Calm, professional, and resilient under pressure. A positive ambassador for Marsh Farm, its people, and its brand.

Reporting & Review

The Commercial Manager reports to the Parks Director, with regular performance reviews and an annual appraisal. Performance-related bonuses will be assessed against agreed KPIs and overall business performance.

Key Performance Indicators (KPIs)

Revenue growth and profitability Spend Per Head (SPH) Labour cost percentage Commercial margin by department Customer satisfaction and feedback scores Delivery of commercial initiatives and projects
Job Types: Full-time, Permanent

Pay: From 40,000.00 per year

Benefits:

Discounted or free food Employee discount Free parking On-site parking
Work Location: In person