Role Summary

We’re looking for an experienced and forward-thinking Employee Relations (ER) Senior Manager to lead the development and delivery of our employee relations strategy across Merlin’s Shared Services model. This critical role will shape the future of our ER function, supporting a high-performing team and enabling a consistent, best-in-class approach to employee relations case management across our UK Hub and global attractions.

As the ER Senior Manager, you will lead the resolution of complex cases, advise on performance and conduct matters, and ensure alignment with employment law and company policy. You’ll play a vital role in establishing our new Shared Services model—implementing streamlined processes, leveraging technology, and using data to drive continuous improvement, policy development, and proactive risk management.

This is a high-impact leadership opportunity to influence workplace culture, shape policy, and champion fairness, consistency, and compliance across our business.

Key Accountabilities

Team Leadership

• Lead and develop a team of ER specialists and advisors to deliver exceptional case management and employee support.

• Ensure effective escalation and resolution routes between Shared Services and local HR teams.

• Embed a culture of accountability, continuous improvement, and customer-focused service.

Service Excellence & Case Management

• Oversee performance management, grievances, workplace investigations, and disciplinary processes.

• Establish and maintain standardized ER practices to ensure fairness, consistency, and compliance.

• Manage the end-to-end ER service framework, driving operational efficiency and quality.

• Use HR technology and case management tools to track, manage, and report on ER activity.

• Monitor resource allocation to ensure service delivery meets agreed SLAs and KPIs.

Policy, Risk & Compliance

• Partner with Legal and COEs to ensure compliance with labor laws and regulatory requirements.

• Review, update, and implement workplace policies across jurisdictions.

• Provide expert guidance on emerging employment law trends, risks, and implications for practice.

Insights & Continuous Improvement

• Use ER data and analytics to identify trends, forecast issues, and recommend improvements.

• Lead quality assurance, including case audits and coaching, to ensure consistency and high standards.

• Support change management initiatives related to ER service transitions and policy updates.

Stakeholder Collaboration

• Build strong relationships with People Business Partners, Legal, local attraction leadership, and Shared Services teams.

• Work closely with the Digital & Data team to ensure ER systems and tools enable great service and user experience.

• Engage with operational leaders to provide proactive support and insight that enhances the employee experience.

Critical Interfaces

Experience & Qualifications

• Bachelor's degree in HR, Business Administration, or a related field; HR certification (CIPD, SHRM, etc.) preferred.

• Extensive experience in Employee Relations, with a strong track record of leadership and case resolution.

• In-depth understanding of employment law, investigations, and policy implementation across multiple jurisdictions.

• Prior experience within an HR shared services model, including managing SLAs and KPIs.

• Strong working knowledge of case management systems (e.g., ServiceNow, Workday, SuccessFactors).

• Proven success in leading change, influencing stakeholders, and implementing service enhancements.

• Strong analytical, communication, and stakeholder engagement skills.

Leadership Behaviors 

Soulfully Curious
You approach complex challenges with curiosity, seek out diverse viewpoints, and remain open to new ideas and innovations.

Results Focused
You set clear goals, hold yourself accountable, and adapt quickly to ensure outcomes are achieved.

Extraordinary Teammate
You lead with collaboration, support your peers, and create a positive, inclusive working environment.

Develops People
You invest in the growth of others—coaching, mentoring, and building a culture of feedback and development.

Just Some of the Magic You’ll Enjoy:

• Merlin Magic Pass – Enjoy 20 complimentary tickets each year for you, your family, and friends to experience Merlin attractions around the world—rising to 40 after one year of service.

• ‘Enjoy the Ride’ Merlin Annual Passes – Receive 6 exclusive annual passes (1 for you and 5 to gift to loved ones), giving unlimited fun across our attractions.

• Performance-Based Company Bonus – Celebrate your achievements with potential annual bonuses aligned to performance.

• Private Pension Scheme – Plan for your future with our competitive pension offering.

• LEGO® Perks – Receive 40% off LEGO online and 25% off in our on-site retail shops and restaurants.

• Learning & Development – Take your career further with ongoing training, development programs, and growth opportunities.

• And So Much More… – From wellness initiatives to team events, get ready to enjoy the perks of being part of the Merlin magic.