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For Companies At a Glance
- Tasks: Lead CRM strategy and inspire a team to enhance customer journeys.
- Company: Join Virgin Atlantic, a beloved travel company focused on innovation.
- Benefits: Competitive salary, dynamic work environment, and opportunities for growth.
- Why this job: Make a real impact on customer experiences and drive business change.
- Qualifications: Degree-level qualification and proven CRM success in fast-paced settings.
- Other info: Collaborate with diverse teams and champion automation for efficiency.
The predicted salary is between 36000 - 60000 £ per year.
As CRM Manager, you\’ll define and deliver Virgin Atlantic\’s CRM strategy, working closely with the Senior Manager, CRM Delivery. Leading a team of three CRM Leads—focused on Trade, Pre-Flight, and Flying Club (Loyalty)—you\’ll oversee the execution of customer journeys across our owned channels (SMS, WhatsApp, email, and app).
To drive over incremental flown revenue, strengthen customer retention, and contribute directly to our NPS growth. You\’ll champion CRM as a driver of business change, aligning with our goals of sustainable profitability and becoming the world\’s most loved travel company.
Day to day
- Build and deliver a CRM strategy & trading plan that enhances the pre-flight experience and drives Flying Club growth.
- Lead and inspire a team of three CRM Leads, enabling them to deliver bold, insight-driven activations.
- Partner with stakeholders across Virgin Atlantic to gain buy-in and deliver CRM initiatives aligned to business goals.
- Champion automation and AI-driven ways of working—unlocking efficiency, scalability, and speed to market.
- Develop CRM\’s role in Flight+, Ancillaries, Upsell, Cross-Sell, and Online Retail to maximise revenue and margin.
- Deliver personalisation at scale—enabling 1:1 lifecycle interactions across all CRM channels.
- Activate segmentation strategies, embedding their value across the organisation.
- Collaborate with Omnichannel Analytics, Data & Delivery teams to ensure best-in-class execution and actionable insights.
- Own Pre-Flight VoC performance, driving continuous improvements that contribute to overall NPS targets.
- Enhance multi-touchpoint pre-flight journeys—delivering greater personalisation by cabin, destination, and segment.
About You
- Degree-level qualification (or equivalent experience) with a proven track record of delivering commercial results through CRM.
- Experience in a fast-paced, high-performing environment.
- Strong data and insight-led mindset, with demonstrable CRM activation case studies.
- Skilled in managing diverse stakeholders across business and technical domains.
- Confident communicator with strong influencing, storytelling, and presentation skills.
- Adept at resolving conflicts and aligning cross-functional teams.
CRM Manager employer: Virgin Atlantic
Contact Detail:
Virgin Atlantic Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CRM Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those at Virgin Atlantic. A friendly chat can open doors that a CV just can't.
✨Tip Number 2
Show off your skills in real-time! If you get the chance, ask for an informal chat or a coffee meeting where you can discuss your ideas on CRM strategies and how they align with Virgin Atlantic's goals.
✨Tip Number 3
Be ready to share your success stories! Prepare examples of how you've driven CRM initiatives in the past. This will help you demonstrate your impact and fit for the role.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed and shows you're genuinely interested in joining the Virgin Atlantic team.
We think you need these skills to ace CRM Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the CRM Manager role. Highlight your experience with CRM strategies and any relevant case studies that showcase your success in driving commercial results. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about CRM and how your skills align with our goals at Virgin Atlantic. Don’t forget to mention your experience in leading teams and driving customer engagement.
Showcase Your Data Skills: Since data is key in this role, make sure to highlight your data-driven mindset. Share examples of how you've used insights to inform CRM strategies and improve customer journeys. We love seeing numbers that back up your achievements!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Virgin Atlantic
✨Know Your CRM Inside Out
Before the interview, make sure you’re well-versed in CRM strategies and tools. Familiarise yourself with Virgin Atlantic's current CRM initiatives and think about how you can enhance them. Be ready to discuss specific case studies where you've successfully driven results through CRM.
✨Showcase Your Leadership Skills
As a CRM Manager, you'll be leading a team. Prepare examples that highlight your leadership style and how you've inspired teams in the past. Think about times when you’ve enabled others to achieve bold, insight-driven activations and be ready to share those stories.
✨Understand the Business Goals
Get a grip on Virgin Atlantic’s business objectives, especially around customer retention and revenue growth. Be prepared to discuss how your CRM strategies can align with these goals. This shows that you’re not just thinking about CRM in isolation but as a key driver of business change.
✨Prepare for Stakeholder Engagement
You’ll need to partner with various stakeholders, so think about how you can demonstrate your skills in managing diverse groups. Prepare to discuss how you’ve successfully gained buy-in for CRM initiatives in the past and how you plan to do this at Virgin Atlantic.
