Merlin Entertainments
Head of Membership & Loyalty UK (12-Month Maternity Cover)
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Head of Membership & Loyalty – UK (12-Month Maternity Cover)
Location: London, Arbor Office (Southwark)
Contract Type: 12-month fixed term contract
At Merlin, we create extraordinary experiences that bring people together through play. As Head of Membership & Loyalty for the UK, you will help shape how millions of guests connect with our 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 continues to delight guests while driving sustainable commercial growth.
Working closely with global and UK teams, you'll lead the development and execution of Merlin's membership and loyalty strategy across the UK portfolio. You will translate global frameworks into locally relevant propositions, ensuring our programmes remain competitive, customer-centric and aligned with commercial priorities.
You will champion the end-to-end member experience, partnering with Go-to-Market, CRM, Digital, Commercial and Attraction teams to deliver seamless journeys across every touchpoint. From acquisition and engagement to retention and lifetime value, you will use insight, innovation and data-led decision making to optimise performance and unlock new opportunities for growth.
As a senior leader, you'll act as the key UK partner for Global Membership & Loyalty, influencing future programme development and sharing market insights that help shape the wider Merlin roadmap. You will also build strong partnerships internally and externally, ensuring every member experience reflects the high standards and sense of connection that make Merlin special.
This role will take ownership of an upcoming membership platform transition, leveraging strong product expertise and working closely with cross-functional teams to ensure a seamless customer experience throughout the change. The position will also maintain a close partnership with Legal and Compliance teams, particularly in preparation for anticipated regulatory changes in the spring. In addition, the role is responsible for planning and delivering marketing campaigns across key limited-time offer (LTO) and promotional periods throughout the year, driving engagement and commercial performance. As a people leader, the successful candidate will also be responsible for managing and developing two direct reports.
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Why Merlin?
Join the team behind some of the world's favourite places to play. At Merlin, every magical moment starts with our people. If you're looking for a role where you can shape the future of membership and loyalty, work with brilliant teams and create experiences that bring families closer together through play, we'd love to hear from you.
Merlin. It's where we play!
Qualifications & Experience
- 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
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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 (a brilliant extra treat when you’re using your Magic Pass to visit!)
- 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 Merlin
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.
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.
Pay Range
Competitive
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