Head of Membership & Loyalty Product
Location: London, Arbor
Hours: 37.5 hours per week
Contract Type: Permanent, salaried
The Head of Membership & Loyalty Product owns the end-to-end product strategy, roadmap, and capability evolution for Merlin's global membership, loyalty, and customer identity experiences. Sitting within the commercial organisation, this role defines what needs to be built, improved, or optimised to drive guest engagement, retention, and long-term value, while Technology owns platform delivery.
You will ensure that membership and identity capabilities meet customer needs, enable commercial objectives, support the loyalty proposition, and deliver a consistent experience across all markets and channels. Working closely with commercial, regional, and technology teams, you will translate customer insight and business priorities into clear product roadmaps and features, driving seamless, end-to-end member experiences.
Key responsibilities include defining the long-term product vision, owning the global roadmap, prioritising work based on customer and commercial impact, and ensuring digital and offline touchpoints are integrated for a consistent member experience. You will act as the primary product counterpart to Technology, supporting backlog creation, sprint planning, and feature delivery, while monitoring performance and using insights to continuously optimise the product.
This role also requires strong cross-functional leadership, partnering with CRM, Digital, Marketing, Operations, and regional teams to ensure consistent implementation, clear communication of capabilities, and alignment with the loyalty proposition.
Qualifications & Experience
Competitive
Hours: 37.5 hours per week
Contract Type: Permanent, salaried
The Head of Membership & Loyalty Product owns the end-to-end product strategy, roadmap, and capability evolution for Merlin's global membership, loyalty, and customer identity experiences. Sitting within the commercial organisation, this role defines what needs to be built, improved, or optimised to drive guest engagement, retention, and long-term value, while Technology owns platform delivery.
You will ensure that membership and identity capabilities meet customer needs, enable commercial objectives, support the loyalty proposition, and deliver a consistent experience across all markets and channels. Working closely with commercial, regional, and technology teams, you will translate customer insight and business priorities into clear product roadmaps and features, driving seamless, end-to-end member experiences.
Key responsibilities include defining the long-term product vision, owning the global roadmap, prioritising work based on customer and commercial impact, and ensuring digital and offline touchpoints are integrated for a consistent member experience. You will act as the primary product counterpart to Technology, supporting backlog creation, sprint planning, and feature delivery, while monitoring performance and using insights to continuously optimise the product.
This role also requires strong cross-functional leadership, partnering with CRM, Digital, Marketing, Operations, and regional teams to ensure consistent implementation, clear communication of capabilities, and alignment with the loyalty proposition.
Qualifications & Experience
- Strategic thinker with strong commercial, analytical, and data-driven decision-making skills.
- Proven experience leading consumer membership or loyalty product development at scale.
- Track record of defining and executing product strategy, roadmaps, and propositions.
- Deep understanding of customer journeys, digital platforms, CRM systems, and lifecycle management tools.
- Experience using insights to optimise member experience and drive revenue impact.
- Strong leadership skills, able to motivate teams and influence stakeholders at all levels.
- Collaborative, adaptable, and resilient, with experience working across multiple regions, teams, or markets.
- Highly organised, proactive, and results-oriented, able to manage competing priorities and budgets.
- 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...
Competitive