Head of Consumer Engagement UK
Location: London, Arbor
Hours: 37.5 hours per week
Contract Type: Permanent, salaried
The Head of Consumer Engagement leads the regional execution of global consumer engagement strategies across CRM, social and content engagement, point-of-sale (POS) marketing, and membership activation. This role exists to deepen customer relationships, increase visitation and lifetime value, and drive measurable revenue growth across the region’s attractions portfolio.
Reporting to the VP, Regional GTM Lead, with a dotted line to the Director of CRM & Consumer Engagement, you will translate global frameworks, standards, and priorities into regionally relevant plans and high-quality execution. You will ensure consumer engagement activity—from digital communications to in-attraction experiences—is consistent, insight-led, and aligned with broader brand, product, and commercial strategies.
This is a hands-on leadership role operating at the intersection of brand, product, CRM, and attraction marketing. It requires strong cross-functional leadership and a passion for delivering compelling, consistent, and commercially effective guest experiences across digital and physical touchpoints.
Qualifications & Experience
* Extensive experience in customer engagement, CRM, or digital marketing within consumer-facing industries (entertainment, leisure, or retail preferred).
* Proven ability to deliver integrated, multi-channel campaigns that drive measurable engagement and commercial outcomes.
* Strong expertise in CRM platforms, marketing automation, social media, and analytics (e.g. Salesforce Marketing Cloud).
* Demonstrated success leading cross-functional teams and managing complex stakeholder relationships.
* Customer-obsessed, strategic, and data-driven, with strong creative, storytelling, and commercial acumen.
* Highly organised, proactive leader with excellent communication skills and a passion for delivering meaningful customer experiences.
Benefits
* A competitive annual salary
* 33 days holiday (including 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