CRM Lifecycle Manager

Who we are

We’re the people behind the global loyalty currency, Avios, and home to three ambitious, growing businesses; IAG Loyalty, BA Holidays and The Wine Flyer . Each business has its own goals and strategy, but collectively we create brilliant experiences for our global customers.

We\’re on a truly exciting journey of growth and transformation – we\’re going places! It means we have a fantastic story to tell our people and the rest of the world. This is where you come in.

The opportunity

The Loyalty Lifecycle team sits within a single marketing function, within the wider Commercial and Marketing Team. As a member of the team, you will help deliver CRM lifecycles and contact strategies to drive programme members into highly engaged segments – thus delivering maximum benefit to members themselves and highest profitability to IAGL, our strategic partners and our operating airline partners.

With plenty of scope to add value and make your mark, you will be defining and delivering lifecycle programmes using data driven insight and SalesForce Marketing Cloud Technology. Through ongoing programme analysis you\’ll spot opportunities for testing, targeting and optimisation to drive incremental improvements for customers and core business KPI\’s.

What you’ll get up to

1. Customer & Loyalty lifecycle: Plan, deliver and optimise lifecycles
2. CRM contact and channel strategy: develop the loyalty lifecycles and engagement strategy, using customer and past campaign insight to plan. Work with the data team to develop profiles, models and analytics
3. Lifecycle campaign development and delivery: including creative agency briefing and delivery of digital communications.
4. Real Time Campaign monitoring and optimisation: review real time response to marketing and pivot as required through test and learn strategies to deliver best response
5. Analytical mindset: analyse lifecycle activity; track and report on performance and generate insights, to optimise activity and deliver best in class results

What we need from you

1. You need to be an experienced loyalty and CRM marketeer with a passion for understanding consumer behaviour and driving marketing success.
2. You\’ll have a strong understanding of an omnichannel marketing approach to drive optimum performance across customer journeys.
3. You need to be comfortable working with data models, segmentations and have the ability to drive and implement insights into actionable marketing programmes.
4. You\’ll demonstrate strong, cross-functional stakeholder management, both internally and across airlines, as well as being a collaborative team player within the wider Marketing team.
5. You\’ll need to be organised, delivery focused, with the ability to multitask effectively across projects and deliverables.

Equity, Diversity and Inclusion at IAG Loyalty

Our vision, \’to create the world\’s most rewarding experiences,\’ applies not only to our customers but for our colleagues too. It\’s about taking belonging seriously, actively fostering a culture where everyone feels welcomed and valued by embracing diverse identities, personal histories, and perspectives.

This commitment makes IAG Loyalty a rewarding place to work and enhances our ability to solve complex problems, drive innovation, and better serve our customers and communities.

Please let us know if we can make any reasonable adjustments to support your interview process with us.

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