Senior Manager – CRM Performance

Job Description:

Salary: Competitive per annum

Hours: 37.5 per week, Monday to Friday

Location: Flexible working with up to 3 days a week in our VHQ, Crawley

Contract: Permanent

Closing Date: 4th April 2025

At Virgin Atlantic Airways, we believe that everyone can take on the world, and it’s our vision to become the most loved travel company.  As we embark on this next exciting stage of our journey, we’re harnessing our spirit of entrepreneurship and innovation to challenge the status quo.  

Join our team of forward-thinkers who approach the world with a different lens.  We value individuals who are vocal about driving positive change and are willing to dive into both big and small tasks.  If you’re ready to take your career to new heights, this opportunity is for you.  

In a nutshell

This leadership role is an exciting opportunity to drive the development of customer understanding and insights, which will inform our commercial and spaneting planning. Key responsibilities include:

Develop a deeper understanding of our customers through behavioural and attitudinal segmentations, as well as unified customer data.
Provide reporting and insights on customer journeys, from prospects to VA advocates.
Identifying levers to influence customer behaviour driving improvements in CX and revenue
Create actionable insight on how to deepen relationships and life time value by transitioning customers across segments
Enhancing brand loyalty and frequency across VA and our Skyteam global network.
Creating playbooks to determine strategic and tactical commercial & spaneting actions.
Leading the change in data-led customer understanding with cross-team working to ensure alignment and achievement of agreed outcomes.

Day to day

Lead & own the plan to develop data & analytics to drive a customer led approach to commercial & spaneting planning – enabled through continuous insight against our customer segments and tracking against our core KPIs.
Lead the development of insight to customer strategy and tactical opportunities to drive commercial & spaneting long and short term planning.
In collaboration with Marketing & Commercial teams develop a clear narrative that can be understood and actioned across commercial & spaneting teams.
Drive and demonstrate meaningful impact across commercial & spaneting plans and how it is developing our customer profiles & segments.

About you

Extensive experience of data & insight leadership that has driven demonstrable strategic and tactical operational changes and revenue improvements
Experience in communicating and presenting effectively to C-suite level alongside being able to handle pressure and challenge to continually deliver and improve the businesses customer led decision making
Cross-functional leadership, with capabilities to build a strong customer narrative to influence and shape other departmental thinking and plans
Excellent stakeholder management skills to convey expertise and the ability to easily form effective cross-team working relationships
Excellent organizational, decision making and prioritisation skills to focus on the insight and influence within the organisation that will have the biggest impact
Excellent logical & technical capability to interrogate data, insight and how this can be turned into an actionable plan

Our recipe for leadership

At Virgin Atlantic, our leaders empower teams to thrive through collaboration, innovation, and excellence. Explore our Leadership Recipe and discover the 20 core ingredients that define what it means to lead with us, driving our mission to be the most loved travel company and achieve sustainable profit. Want to learn more? Click here

Be yourself

Our customers come from all walks of life and so do our colleagues. That’s why we’re proud to be an equal opportunity employer and actively encourage applications from all backgrounds. At Virgin Atlantic, we believe everyone can take on the world - no matter your age, gender, gender identity, gender expression, ethnicity, sexual orientation, disabilities, religion, or beliefs. We celebrate difference and everything that makes our colleagues unique by upholding an inclusive environment in which we can all thrive. So that everyone at Virgin Atlantic can be themselves and know they belong.

To make your journey with us accessible and individual to you, we encourage you to let us know if you’d like a little extra help with your application, or if you have any individual requirements at any stage along your recruitment journey. We are here to support you, so please reach out to our team, (recruitmentfly.virgin.com) feeling confident that we’ve got your individual considerations covered.

Job Ident #: 2622

Company Details

Virgin Atlantic

Fleming Way
Crawley, England United Kingdom, International RH10 9DF International
www.virginatlantic.com/us/en

Virgin Atlantic uses a mixed fleet of Airbus and Boeing wide-body aircraft and operates to destinations in North America, the Caribbean, Africa, the Middle East and Asia from its main hub at London–Heathrow, and its secondary hub at Manchester

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Job Info

Location

Crawley , England, United Kingdom

Type

Permanent

Company Details

Virgin Atlantic

Fleming Way
Crawley, England United Kingdom, International RH10 9DF International
www.virginatlantic.com/us/en