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About the Role

As Head of Membership & Loyalty for the UK, you will shape how millions of guests connect with Merlin's brands, creating programmes that turn great days out into lasting relationships. This role combines strategic thinking with hands-on delivery, ensuring our membership and loyalty proposition delights guests while driving sustainable commercial growth.

Responsibilities

Lead the development and execution of Merlin's membership and loyalty strategy across the UK portfolio.
Translate global frameworks into locally relevant propositions.
Champion the end-to-end member experience, partnering with Go-to-Market, CRM, Digital, Commercial and Attraction teams to deliver seamless journeys.
Use insight, innovation, and data-led decision making to optimise performance and unlock growth opportunities.
Act as the key UK partner for Global Membership & Loyalty, influencing future programme development and sharing market insights.
Build strong internal and external partnerships.
Take ownership of an upcoming membership platform transition, ensuring a seamless customer experience.
Maintain a close partnership with Legal and Compliance teams regarding regulatory changes.
Plan and deliver marketing campaigns across key limited-time offer (LTO) and promotional periods.
Manage and develop two direct reports.

Requirements

Significant experience leading membership, loyalty, or subscription programmes at scale.
Proven success developing and delivering strategic roadmaps that drive customer engagement and commercial performance.
Strong commercial acumen with the ability to use data, insight, and analytics to inform decisions and influence outcomes.
Experience operating within complex, consumer-facing organisations, ideally across multiple markets.
Strong understanding of customer lifecycle management, CRM, and digital engagement strategies.
Experience managing budgets, forecasting, and performance reporting.
Ability to influence and engage senior stakeholders across multiple functions.
Strong relationship-building skills with the ability to collaborate across teams, regions, and external partners.
Excellent communication and presentation skills.
Highly organised and comfortable managing multiple priorities in a fast-paced environment.
A creative, solution-focused approach with strong problem-solving capability.
Demonstrated leadership experience, with the ability to inspire collaboration and drive results through others.
A proactive mindset, high levels of accountability, and a passion for delivering exceptional customer experiences.

Skills

Membership programme management
Loyalty programme management
Subscription programme management
Strategic roadmap development
Customer engagement
Commercial performance
Commercial acumen
Data analysis
Insight generation
Analytics
Customer lifecycle management
CRM
Digital engagement strategies
Budget management
Forecasting
Performance reporting
Stakeholder influence
Relationship building
Collaboration
Communication
Presentation
Organisation
Prioritisation
Problem-solving
Leadership
Team management
Proactive mindset
Accountability
Customer experience focus

Location

London, Arbor Office (Southwark)

Work Type

12-month fixed term contract

Experience Level

Senior leader

Salary/Compensations

Competitive

Benefits

40% discount off LEGO® sets and products on the online LEGO Store
Merlin Magic Pass: 20 free tickets for you, your family and friends to enjoy all of our Merlin Attractions across the world
25% discount in Merlin retail shops and restaurants
Staff discount codes for Merlin Annual Passes to gift to loved ones
Private pension scheme
Life assurance scheme
Employee assistance programme
Access to Perks at Work which 30,000+ national & local employee discounts
Ongoing training & development

About the Company

At Merlin, we create extraordinary experiences that bring people together through play.
Join the team behind some of the world's favourite places to play.
At Merlin, every magical moment starts with our people.
Merlin. It's where we play!
A job with Merlin isn’t like a job anywhere else. With attractions around the world, from rollercoasters to wax figures, we don’t trade in suits, handshakes or briefcases. We trade in fun. In smiles, shrieks and spine-tingles. In Memories. In magic. But there are no tricks behind our magic. Instead, there are people like you. Passionate, dedicated people who are committed to making sure our worldwide attractions and guests’ experiences are the best they can be.

Equal Opportunity

If you have any questions or if you require any reasonable adjustments, because of a disability or medical condition, please contact us by email at recruitment@merlinentertainments.biz and one of the team will get back to you as soon as possible.