The Evolution of Leadership
at Merlin Entertainments

Industry: Entertainment Industry

Merlin Entertainments is a global leader in location-based entertainment, operating over 130 attractions across 25 countries, including world-renowned Madame Tussauds, LEGOLAND® Parks, among many more. As one of the world’s largest attraction operators, Merlin Entertainments create and deliver memorable, immersive brand experiences for millions of guests.


Growth in leaders problem solving abilities
Growth in leaders ability to influence decision making
Growth in leaders ability to coach others

From a cultural standpoint, the Merlin Entertainments ANZ team not only identified significant challenges the business was encountering at that time but, more importantly, they successfully propelled their culture towards one that is even more inclusive and cooperative.

This facilitated discussions, bringing forth fresh ideas and innovative approaches to work that hadn’t been contemplated previously. It goes without saying this ultimately translated into an enhanced experience and value provided to their guests on a daily basis.

The Challenge

The founders discovered there was a degree of competition across the team which sometimes resulted in work being carried out in silos.

The Opportunity

Improve collaboration and knowledge sharing and learn how to maximise the benefit of working relationships, deferring to peer groups when facing big challenges. To learn and benefit from each other’s experience.

The way we used to be

What we did

Guided by our team, the leadership team jumped on a program of work that stretched over the course of 12 months and blended a multitude of activities
Three-Day Leadership Program
Delving into the topics of psychological safety, 360 feedback and how to help different personality types thrive.
Executive 1:1 Coaching
Supporting individual professional development and creating accountability for commitments made during the leadership program.
Team Coaching
Taking key learnings into the practical application of real everyday situations for those “ah ha” moments where it all comes together.
Reflective Exercises
Creating space to help new concepts land and open up new ways of thinking.
"We dove into so many aspects during the program - says Richard - like the concept of psychological safety, the importance of 360 feedback, personality types... to name a few."


Embarking on an impactful year-long journey filled with diverse, enriching activities.
Delved deep into crucial concepts like psychological safety and the power of 360 feedback, stirring meaningful insights.
Overcame initial skepticism, feeling the transformation as theoretical ideas found practical, real-life resonance.
Experienced profound 'aha' moments during group coaching, igniting a sense of enlightenment and newfound clarity.
“We are now approaching things from a more strategic level, we are working to get the best out of each other, but also are able to recognise when we are not showing the best version of ourselves”
Richard Dilly, General Manager, Darling Harbour Attractions