CRM Tribe Lead (9 Month FTC)

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. 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.

At British Airways, we're redefining how we connect with our customers and colleagues. As we continue our CRM platform transformation, we're looking for an experienced and visionary Tribe Business Lead - CRM Platform to lead one of our most critical customer‑facing capabilities into its next chapter! Building on our established Salesforce foundations, this role will shape a modern, intelligent CRM ecosystem across Customer Care and the wider business.

You'll play a pivotal role in improving the agent experience, simplifying servicing journeys, and unlocking value through digital innovation - including the responsible use of emerging technologies such as agentic AI. Working at the centre of Commercial, Technology, Data and Customer teams, you'll bring clarity, direction and energy to a complex transformation that directly impacts our customers, colleagues and commercial outcomes.

As Tribe Business Lead, you will define and drive the vision, strategy and outcomes for the CRM Platform tribe. You'll be accountable for the end‑to‑end customer and colleague journey supported by CRM, setting clear objectives and leading performance through data‑driven decision making. You'll work closely with senior stakeholders across Commercial, Product, Technology and Customer Care to ensure the Agent UI and CRM roadmap aligns with British Airways' wider business strategy, delivers tangible value, and supports a scalable, future‑ready operating model.

Leading a multi‑disciplinary tribe, inspiring teams to work collaboratively, think customer‑first, and deliver at pace in an agile environment.

What You'll Do

• Own and deliver the CRM Platform product strategy, ensuring clear objectives, measurable outcomes and real business impact.
• Define and maintain a coherent product vision and roadmap, aligned to broader commercial and customer strategies.
• Act as accountable owner for the tribe backlog, prioritising epics and features that deliver customer value, improve colleague experience and drive simplification.
• Lead and inspire Product Owners, business and technology specialists, fostering a strong product mindset across the tribe.
• Champion agile and iterative ways of working, encouraging experimentation, learning and continuous improvement.
• Work closely with Customer Care, Digital Delivery, Data and Technology teams to design scalable, modular CRM solutions.
• Manage complex dependencies and balance competing priorities across squads and other customer journey tribes.
• Build strong, trusted relationships with senior stakeholders and third‑party partners.
• Provide regular performance updates, sprint outcomes and strategic insights to leadership forums.

What You'll Bring

This role calls for strong CRM and Salesforce product expertise, underpinned by experience delivering large‑scale implementations in complex organisations. A proven track record of leading teams and owning both commercial and customer outcomes is essential, ideally gained within an airline, travel or digital retailing environment.

The successful candidate will bring a deep understanding of agile product delivery and the full digital product lifecycle, alongside strong commercial acumen and the ability to translate customer and operational needs into clear, actionable product strategy. Experience across eCommerce, B2C digital marketing, and offer and order management will be highly valued, as will the confidence to engage and influence senior stakeholders.

A collaborative, resilient leadership style is key – someone who remains decisive and positive in ambiguity, supported by strong analytical thinking, clear communication and the ability to inspire and lead people effectively.

What we offer

We believe that all the people who work with us should feel valued for the part they play. 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.

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.