Senior Manager Loyalty Programmes

Job Details

Salary: Competitive per annum

Hours: 37.5 per week, Monday to Friday

Location: Hybrid, 3 days a week in our VHQ, Crawley

Contract: 6 month fixed term contract

Closing Date: 10^th March 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

In this exciting role within our Flying Club team, you will lead the team managing all our loyalty products and experiences, including our award-winning frequent flier programme, encompassing earn/burn proposition, tier status, and digital engagement, as well as the overall proposition offered across VAA, VAH, and Virgin Red.

You’ll be a critical part in expanding the role of loyalty beyond traditional airline concepts of points and tiers, to create a broader proposition relevant for all customers, encompassing recognition and personalisation, and crafting a sense of community amongst our biggest fans.

You’ll lead the development of our loyalty and lifecycle proposition in a way that supports and enhances the wider CX and lifecycle strategy, brand promise, and corporate vision.

Day to day

• Ideate, scope and develop outstanding products and experiences for Virgin Atlantic’s Flying Club members.
• Create loyalty propositions to drive acquisition and support lifetime value of customers, in conjunction with CRM, Customer Journeys, and the Digital and Marketing directorate.
• Foster a culture of thinking within the team and company, incorporating insights from competitors and the broader retail and consumer sector to drive innovation and standard processes.
• Be a visible leader within Virgin Atlantic, articulating the central role of loyalty in delivering our revenue ambitions and our VelocityX strategy.
• Take on the role of product owner for proposition items on delivery backlogs and alignment across teams.
• Be constantly clear on prioritisation and value to effectively manage delivery.
• Understand broader delivery and strategy landscape to integrate loyalty product improvements with wider delivery themes and strategies.
• Ensure team are connected on dashboards, critical metrics, and performance.
• Lead, develop and motivate the team you manage in line with The Leadership Recipe.
• Commit to personal development and provide coaching and support to team members as required.

About you

Do you have proven experience creating, launching, and evolving digitally-enabled customer propositions that drive loyalty, lifetime value, and customer satisfaction, in a brand-led consumer business? Then this could be the role for you!

Alongside the above, we’re looking for the following:

• Experience leading a diverse product roadmap/pipeline, prioritizing based on delivery effort and value.
• Experience building a well-structured, high-performing team.
• Exceptional interpersonal skills and ability to maintain effective internal and external relationships at senior levels.
• Strong written/verbal communication skills, including presenting stories and concepts at different levels.

Does the above sound like you? Then we’d love to hear from you!

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.

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.

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.

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