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For Companies At a Glance
- Tasks: Lead the evolution of our CRM capabilities and enhance customer experience.
- Company: Join British Airways, a pioneering airline with over 100 years of history.
- Benefits: Enjoy staff travel perks, competitive salary, and opportunities for growth.
- Why this job: Make a real impact by shaping the future of CRM technology in aviation.
- Qualifications: Experience in CRM, Salesforce, and leading teams in large organisations.
- Other info: Be part of a diverse team committed to innovation and inclusion.
The predicted salary is between 43200 - 72000 £ per year.
A career without limits
As the nation\’s flag carrier, we take great pride in connecting Britain with the world and the world with Britain.
It\’s something we\’ve been doing for over 100 years, ever since we launched the world\’s first international scheduled air service between London and Paris.
This originality has been in our blood since day one. It\’s the spirit we share with the people that fly with us, our partners, and our colleagues.
So, whether you are a reassuring voice on the end of a phone, a smile at the door, under a wing keeping the turbines spinning or landing us gently in far-flung places, a job at British Airways is yours to make.
We know great things can happen when you\’re inspired to think big and bring your ambition to work every day, which is why, at British Airways the sky is never the limit.
Join Us as Tribe Lead – CRM Platform Transformation
Are you ready to lead the evolution of our CRM capabilities into the next generation? We\’re looking for a visionary Tribe Lead to spearhead the delivery of our new CRM platform products – building on our experience with Salesforce, while embracing cutting-edge technologies including agentic AI to make our colleague experience better.
In this pivotal role, you\’ll work closely with our Customer Care, Digital Delivery, and Data teams to shape a modern, intelligent CRM ecosystem that empowers our agents and enhances customer experience. You\’ll bring strategic clarity, technical insight, and delivery excellence to a programme that redefines how we connect with our customers.
The role:
CRM Platform Tribe Lead
As Tribe Business Lead for the CRM Platform, you\’ll define and drive the vision, solution, and outcomes for your product tribe. You\’ll be accountable for the end-to-end customer and colleague journey, setting goals, and leading performance. You\’ll work closely with Commercial, Product, Technology, and Customer teams to ensure the Agent UI roadmap aligns with BA\’s broader business strategy.
What you\’ll do:
- Lead the delivery of the CRM product strategy, ensuring objectives are met on time and with real business impact.
- Collaborate with senior stakeholders and cross-functional teams to create a holistic product vision and roadmap.
- Own the product backlog, prioritising features that deliver business value and improve customer experience.
- Champion agile and iterative development, fostering a culture of collaboration and continuous improvement.
- Manage and inspire a team, building strong relationships across BA and with third-party partners.
- Drive effective research, analysis, and solution design, always keeping the customer at the heart of decisions.
- Present outcomes to stakeholders and provide regular updates to leadership.
What you\’ll bring to British Airways:
- Good CRM and Salesforce Product knowledge with experience of implementation in large scale organisations
- Proven experience leading teams and owning commercial outcomes, ideally in an airline or digital retailing environment.
- Strong commercial acumen, stakeholder management, and decision-making skills.
- Expertise in agile scrum methodology and digital product management.
- Experience in eCommerce, B2C digital marketing, and offer/order management.
- Ability to balance conflicting priorities, remain positive in ambiguity, and drive business simplification.
- Excellent communication, analytical, and people skills.
What we offer:
We believe that all the people who work with us should feel valued for the part they play. It\’s one of the reasons our rewards go far beyond a competitive salary.
From the day you join us, you\’ll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways flights. You\’ll also receive up to 30 discounted Hotline\’ airfares per year for yourself, friends, and family.
At British Airways you\’ll have the chance to take on new challenges and move forward in a way that feels right for you. We encourage all those who work for us to consider opportunities right across our business to help you develop and progress.
We never stand still, and we don\’t expect our people to either.
Inclusion & Diversity
At British Airways we all have a part to play in creating an inclusive place to work. Diverse representation among our people is really important to us and we recognise that all our colleagues are uniquely different and bring their own originality, creativity and identity to work.
Inclusion and diversity is a key driver of innovation and we\’re committed to creating a culture where everyone feels that they can be themselves. We\’re looking for people from all backgrounds and cultures to join us and be a part of our journey to become a Better BA as we continue to connect Britain with the world and the world with Britain.
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CRM Platform Tribe Lead employer: British Airways PLC
Contact Detail:
British Airways PLC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CRM Platform Tribe Lead
✨Tip Number 1
Network like a pro! Reach out to current or former employees at British Airways on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by understanding the CRM landscape. Brush up on Salesforce and the latest trends in customer experience. Show us you’re not just a fit for the role, but that you’re passionate about leading the evolution of our CRM capabilities.
✨Tip Number 3
Practice your storytelling skills! Be ready to share examples of how you've led teams and delivered results. We want to hear about your journey and how you’ve tackled challenges in previous roles.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the British Airways family.
We think you need these skills to ace CRM Platform Tribe Lead
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for the role shine through! We want to see how excited you are about leading the CRM Platform transformation and making a real impact at British Airways.
Tailor Your Experience: Make sure to highlight your relevant experience with CRM and Salesforce. We’re looking for someone who can bring strategic clarity and technical insight, so don’t hold back on showcasing your skills in these areas!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so make sure your key achievements and experiences are easy to spot. This will help us see how you can contribute to our vision.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensure you’re considered for this exciting opportunity. We can’t wait to hear from you!
How to prepare for a job interview at British Airways PLC
✨Know Your CRM Inside Out
Make sure you brush up on your CRM and Salesforce knowledge. Understand how these systems work, especially in large-scale organisations like British Airways. Be ready to discuss specific examples of how you've implemented or improved CRM strategies in the past.
✨Showcase Your Leadership Skills
As a Tribe Lead, you'll need to demonstrate your ability to manage and inspire a team. Prepare to share experiences where you've successfully led teams, managed stakeholders, and driven commercial outcomes. Highlight your approach to fostering collaboration and continuous improvement.
✨Embrace Agile Methodology
Familiarise yourself with agile scrum methodology and be prepared to discuss how you've applied it in previous roles. Share examples of how you've championed agile practices to enhance product delivery and improve customer experience.
✨Communicate Effectively
Strong communication skills are crucial for this role. Practice articulating your thoughts clearly and confidently. Be ready to present your ideas and solutions to stakeholders, showcasing your analytical skills and ability to keep the customer at the heart of your decisions.