Head of Membership & Loyalty - International

Job Description

What you'll bring to the team

Love the idea of turning fans into lifelong superfans? This could be your ride.

At Merlin Entertainments, we create unforgettable moments across some of the world’s most iconic attractions — from the thrills of Alton Towers to the magic of Madame Tussauds and SEA LIFE. Behind those moments is a growing global community of members who come back again… and your mission is to make that community even stronger.

About the Role

As Head of Membership & Loyalty at Merlin Entertainments, you’ll lead the strategic direction and growth of Merlin’s international membership and loyalty programmes across iconic brands such as Madame Tussauds, SEA LIFE and Alton Towers. You’ll shape a compelling global proposition that drives member acquisition, retention and lifetime value — defining the roadmap for benefits, pricing, positioning and programme enhancements to ensure our membership offering remains competitive, relevant and commercially impactful across key markets.

Working closely with regional, central and attraction teams, you’ll champion the end-to-end member journey, creating seamless and engaging experiences across every touchpoint. Using data, insight and strong partnerships, you’ll optimise programme performance while developing recognition, rewards, exclusive experiences and communications that strengthen advocacy, community and long-term loyalty among millions of Merlin fans worldwide.

About You

We’re looking for a leader with strong experience building and scaling membership, loyalty or subscription programmes within large, consumer-facing organisations. You’ll bring a proven track record of defining strategic roadmaps, using data and performance insight to guide commercial decisions, and delivering successful programmes across multiple markets. You’re comfortable managing budgets, forecasting performance, and presenting to senior stakeholders, with a solid understanding of digital engagement, customer lifecycle journeys and community-led growth.

You’re a confident communicator and collaborative leader who builds trusted relationships across regions and functions. Highly organised and proactive, you thrive in fast-paced environments, balancing strategic thinking with attention to detail and problem solving. You lead with curiosity, focus on delivering results, and believe in the power of teamwork — supporting and developing others while creating a positive, high-performing culture.

About the Benefits

• Corporate benefits including free access to all our attractions worldwide

• Domestic and global opportunities to develop and progress your skills and career in tourism and attractions

• Additional Leave (including birthday and wellbeing) and 3 volunteer days to give back to a social cause you care about

• Hybrid working model and flexible working policy

• Opportunity to be involved with our Diversity & Inclusion initiatives, including our Reconciliation Action Plan

• Being part of a business built on fun

About Us

Merlin Entertainments is the company behind iconic brands like SEA LIFE, Madame Tussauds, and Peppa Pig World of Play. We operate in over 140 attractions across 25 countries, delivering memorable experiences to 54 million+ visitors a year.

We’re the leading operator of visitor attractions in Australia and New Zealand, with 10 attractions, including SEA LIFE, WILDLIFE, Madame Tussauds, and the Fly Treetop Adventures, amongst others.

Merlin Entertainments is driven by a strong social responsibility with the vision to create a world where the global community respects, conserves, and sustainably manages our precious aquatic habitats, wildlife, and natural resources. We strive to achieve this goal through our 3 charities: Merlins Magic Wand, the SEA LIFE Trust, and the WILDLIFE Conservation Fund. So, if you are vibrant and passionate about delivering an amazing service within a great company and in a team who loves what we do – then we want to hear from you!

Merlin Entertainments strongly encourages application from all background, including people of Aboriginal and/or Torres Strait Islander decent.

Pay Range

Competitive