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    • Working collaboratively with departments across the resort to support entertainment, conferences, events and wider operational requirements.
    • We're looking for a vibrant and enthusiastic General Manager who will manage the venue on the Christmas Steps, working 37.5 hours a week - with a paid overtime…
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    • A strong background in the leisure or entertainment space would be ideal, but if you’ve been in a leadership position for a customer facing management role we’d…
    • Reporting to the AGM and working closely with a close management team,this is a key operational management role with responsibility for the planning and…
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    • We are looking for a Production Operations Supervisor to support and oversee the day-to-day operational delivery of live and recorded productions from our West…
    • Managing bookings and VIP Experiences Managing our famous entertainment team business development and grow one of Plymouth's favourite brands.
    • You will be responsible for maintaining standards and you’ll have a real passion for providing an unforgettable experience for our customers.
    • In this role, you will oversee daily operations at the front of the house, ensuring guests receive outstanding service while maintaining a vibrant and welcoming…
    • We'll set ambitious goals for growth and sales, and we want someone who gets a buzz from hitting them, then raising the bar.
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    • A strong background in the leisure or entertainment space would be ideal, but if you’ve been in a leadership position for a customer facing management role we’d…
    • Salary: £36,340.20 per annum plus bonus opportunities.
    • As well as maximizing sales in the venue through a range of marketing and promotional activity you'll…
    • Previous management experience within leisure, hospitality, family entertainment or a similar customer focused environment.
    • Food, drink, entertainment or late-night experience is valuable.
    • You will spend substantial time on site during evenings, weekends and peak trading - not as…
    • You will be responsible for maintaining standards and you’ll have a real passion for providing an unforgettable experience for our customers.
    • Overseeing the planning and delivery of daytime activities, hosted events and evening entertainment outside the main theatre productions.

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HEAD OF MEMBERSHIP & LOYALTY - INTERNATIONAL
Merlin Entertainments
·
3.5
London
Full-time

Job details

Pay information not provided
Employee discount, Company pension
Full-time
London

Full job description

Head of Membership & Loyalty - International

Location (Country-County-City) UK-Greater London-London
Job Locations UK-Greater London-London
ID
2025-10633
Employment Type
Full-Time
Offer/Contract Type
No End Date
Location Name
Arbor Building - London

What you'll bring to the team

Head of Membership & Loyalty - International

Location: London, Arbor

Hours: 37.5 hours per week

Contract Type: Permanent, salaried


The Head of International Membership & Loyalty leads the strategic direction, development, and performance of Merlin’s global membership and loyalty programmes. This role focuses on driving retention, acquisition, and customer lifetime value across key markets, ensuring our membership proposition remains competitive, commercially effective, and aligned with Merlin’s global vision.


You will oversee the evolution of benefits, recognition, communications, and community engagement, delivering consistent and compelling experiences across all touchpoints. Working closely with regional, central, and attraction teams, you will ensure programmes are insight-led, seamless, and value-driven, while optimising for growth, satisfaction, and profitability.


Key responsibilities include defining and delivering the international strategy, developing the global roadmap for benefits, pricing, and proposition enhancements, and using customer and market insight to maintain relevance. You will champion the end-to-end member journey, oversee recognition and engagement frameworks, and guide content and campaigns that strengthen advocacy and community engagement.


This role also includes commercial accountability, including tracking and optimising performance across loyalty metrics, supporting planning and forecasting, and driving continuous improvement. Collaboration is critical: you will work with internal teams and third-party partners to localise programmes effectively, enhance member value, and deliver integrated, world-class experiences.


Qualifications & Experience

  • Proven experience leading membership, loyalty, or subscription programmes at scale across multiple markets.

  • Strong track record in developing strategic roadmaps and driving commercial impact using data and insights.

  • Experience managing budgets, forecasting, and reporting on programme performance.

  • Skilled in digital engagement, community management, and customer lifecycle optimisation.

  • Excellent communicator and influencer, with experience presenting to senior stakeholders and working with global teams.

  • Strong leadership, collaboration, and relationship-building skills.

  • Highly organised, proactive, and solutions-focused, able to manage multiple priorities in a fast-paced environment.

  • Creative, detail-oriented, and insight-driven in decision-making.

Benefits

  • A competitive annual salary
  • 33 days holiday (includes bank holidays)
  • ‘Enjoy the Ride’ Merlin Annual Passes - 6 in total per year, 1 for you, plus 5 to gift to loved ones!
  • Merlin Magic Pass - 20 free tickets for you, your family and friends to enjoy all of our Merlin Attractions across the world rising to 40 after a year’s service
  • Company bonus
  • Private pension scheme
  • 40% discount online off LEGO
  • 25% discount in our on-site retail shops and restaurants
  • Ongoing training and development opportunities
  • Plus, many more…

Pay Range

Competitive
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