Senior Loyalty & Membership Performance Manager

Location: London, Arbor

Hours: 37.5 hours per week

Contract Type: Permanent, salaried

We are recruiting for a Senior Loyalty & Membership Performance Manager to join our Global Insights & Strategy team. As our Senior Loyalty & Membership Performance Manager, you will play a pivotal role in shaping how Merlin understands and optimises loyalty and membership performance across our global attractions and brands. Using your previous experience, you will turn data into stories that drive decisions and unlock growth opportunities.

You will lead the design and delivery of performance frameworks and dashboards that give us a clear view of loyalty and membership trends, from customer lifetime value to engagement insights. Your work will ensure that senior leaders and regional teams have timely, actionable intelligence to make informed choices.

Beyond reporting, you will dive deep into diagnostics, uncovering what is working and where we can improve. You’ll partner closely with the Loyalty team, translating complex data into clear recommendations that influence strategy and performance. Collaboration will be at the heart of your role, working with Finance, Operations, and Technology across wider Merlin to ensure data integrity and accessibility.

• Bachelor’s degree in business, finance, economics, data analytics, or related field
• 2–3 years’ experience at a leading consultancy firm or in a performance/analytics/strategy role within a FTSE100 company
• Expertise in designing and managing dashboards and reporting suites for global KPIs
• Advanced proficiency in BI tools (including Power BI), Excel, and data automation workflows
• Strong understanding of loyalty, membership, and customer lifetime value metrics
• Excellent communication skills with the ability to present complex data clearly
• Results-oriented, with a focus on measurable outcomes and value creation

• 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!)
• “Enjoy the Ride” Merlin Annual Pass for you and five loved ones!
• 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.