Role Summary
Strategic and operational leadership of SEA LIFE Bangkok and Madame Tussauds Bangkok in alignment with regional and global strategy. Accountable for delivering financial performance, upholding the brand and corporate values, ensuring ongoing quality in line with guest targets, and driving team engagement.
The General Manager oversees all attraction operationsincluding rides operation and maintenance, technical, guest experience, retail, and F&B (with a caf serving pre-heated food items)with full P&L responsibility.
This role requires close partnership with Global Functions (e.g. Sales, Marketing, Finance, People, IT), strong internal and external stakeholder management, and direct leadership of the Technical Team and overall attraction staff.
Main Responsibilities
- Manage day-to-day business operations to achieve all financial, guest, Health & Safety (H&S), and non-financial KPIs and targets.
- Lead, inspire, and develop a team of 100+ employees, including direct line management of the Operations Lead, Head of Commercial, Head of Facilities and Curator.
- Provide direct leadership to the Technical Team, ensuring operational safety, technical compliance, preventative maintenance, and rapid resolution of technical issues.
- Drive a guest-obsessed culture across the attraction, focusing on high standards, guest interaction, and continuous improvement of Net Promoter Score.
- Act as a brand ambassador for all SEA LIFE Bangkok and Madame Tussauds Bangkok -related and attraction experiences, ensuring full delivery of brand standards and outstanding guest engagement.
- Partner closely with the Global Marketing team for effective execution of marketing plans aimed at driving visitation and brand awareness.
- Build and maintain strong relationships with key stakeholders, including Global Functions (Sales, Marketing, Finance, People, IT) and external partners, to drive business objectives.
- Lead and develop the attraction's Global Operations team, including succession planning, recruitment, performance management, training, and development.
- Foster a culture of diversity, inclusion, and engagement.
- Support attraction strategy through the development and implementation of business plans, capital projects, and annual budgets.
- Ensure all internal processes are implemented and reviewed, including H&S audits and reporting, operational and financial compliance, F&B audits, brand health assessments, and HR policies and procedures.
- Serve as the primary liaison with SEA LIFE Bangkok and Madame Tussauds Bangkok and relevant external partners on retail and operational matters
BUSINESS IMPACT AND RESULTS
- Ensure consistent delivery of the SEA LIFE Bangkok and Madame Tussauds Bangkok brand proposition and attraction standards.
- Achieve targeted guest interaction and product excellence, maintaining or exceeding NPS goals and other brand-related KPIs.
- Support implementation of marketing initiatives in partnership with the Global Marketing team to achieve budgeted volume and admissions RPC targets.
- Deliver on budgeted in-attraction RPCs for retail, photo, F&B, as well as secondary gate upsells and non-per-capita revenues.
- Monitor weekly and monthly revenue, spend, and cost performance, taking proactive actions to deliver profit objectives and prevent any unapproved opex/capex overspends.
- Drive a strong Health, Safety, and Security (HSS) culture to achieve compliance and green status in all relevant audits.
- Ensure technical operations and maintenance meet all safety and compliance standards, minimizing downtime and maximizing guest satisfaction.
CREATIVITY AND COMMUNICATION
- Ensure all employees receive thorough attraction induction and ongoing brand, guest experience, and technical training and development.
- Conduct daily briefings and lead attraction-wide meetings to maintain alignment and engagement.
- Hold regular one-to-ones with direct reports and weekly leadership meetings with attraction Global Operations leadership team.
- Drive communication and collaboration across all departments and with Global Functions teams.
- Represent the attraction at key networking and community events, serving as the primary contact for SEA LIFE Bangkok and Madame Tussauds Bangkok, internal brand teams, external partners, and landlords.
- Lead monthly business reviews with Regional and Divisional Directors and provide regular business updates, performance highlights, and improvement recommendations.
DECISION MAKING AND AUTONOMY
- Continuously review and improve operational quality and performance, addressing issues proactively.
- Within established financial and non-financial guidelines, manage the attraction autonomously and make decisions that positively impact business, guest experience, and team engagement.
- Make operational, financial, and team-related decisions in alignment with overall performance and strategic objectives.
- Serve as an ambassador for the attraction and the SEA LIFE Bangkok and Madame Tussauds Bangkok brand in both internal and external forums.
HEALTH AND SAFETY
- Ensure full compliance with Group Health, Safety & Security (HSS) policies and procedures.
- Understand and apply risk assessments within the workplace, reporting new risks or hazards to the appropriate manager.
- Maintain compliance with all training and safe working procedures relevant to the role.
- Ensure timely and accurate reporting of incidents, near misses, or accidents as required.
- Actively promote a safety-first culture by sharing ideas and suggestions for safety improvements within the team and with leadership.
LEADERSHIP BEHAVIOURS
Soulfully Curious
- Leaders who seek out new knowledge, explore a diverse range of perspectives, and show a genuine interest in learning about complex issues.
- Leaders who ask questions with positive intent, show a willingness to learn and remain open to new ideas.
Results Focused
- Leaders who set clear goals, prioritise tasks, regularly evaluate progress, and course correct in pursuit to achieve desired outcomes.
- Leaders who take accountability, learn from both successes and failures, and demonstrate a commitment to meeting or exceeding targets.
Extraordinary Teammate
- Leaders who proactively collaborate, share knowledge, offer assistance and support a wider community of peers across the organization.
- Leaders who communicate clearly and respectfully, celebrate others successes, and contribute to team performance and culture at an enterprise level.
Develops People
- Leaders who positively support the growth and advancement of others, provide and seek out regular constructive feed forward.
- Leaders who coach their teams, create opportunities for skill development, nurture talent and take a genuine interest in the personal growth of others.
Qualification & Experience
- 8+ years in operations management; attraction/venue experience preferred.
- Fluent in Thai and English.
- End-to-end attraction/venue leadership with full P&L across rides, technical, guest experience, retail, and F&B.
- Proven leadership of large, multi-disciplinary teams: hiring, performance, training, succession.
- People-first leader who coaches, develops, and engages team members.
- HSS expertise: audit readiness, risk assessment, incident reporting, and safety-first culture.
- Technical oversight: preventative maintenance, safety/regulatory compliance, rapid fault resolution.
- Commercial acumen: deliver revenue, admissions, RPC, and cost targets; tight weekly/monthly performance control.
- Stakeholder excellence with Global Functions and external partners/landlords; credible brand ambassador.
- Business planning, capex, and budgeting; strong process discipline in collaboration with other departments (H&S, ops/finance, F&B, brand health, People).
Competitive
