Senior Manager Loyalty Programmes

Job Description:

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 AtlanticAirways, we believe that everyone can take on the world, and it’s our vision tobecome the most loved travel company. As we embark on this next excitingstage of our journey, we’re harnessing our spirit of entrepreneurship and innovationto challenge the status quo.

Join our team of forward-thinkerswho approach the world with a different lens. We value individuals whoare vocal about driving positive change and are willing to dive into both bigand small tasks. If you’re ready to take your career to new heights, thisopportunity is for you.

In a nutshell

In this exciting role within our Flying Club team, leading 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.

Youll 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.

Youll 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. Youll ensure product and proposition enhancements continue to span Virgin Atlantic out as an innovator in our ability to attract, inspire, recognise, reward, and retain our existing and future brand-loyal customers.

Sound exciting? Then read on..

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, to ensure team goals are understood and supported both within the senior leadership of the company but also frontline colleagues
Take on the role of product owner for proposition items on delivery backlogs and alignment across teams, to ensure efficient completion.
Be constantly clear on prioritisation and value to effectively manage delivery in concert with the rest of the Experience leadership
Understand broader delivery and strategy landscape to seamlessly integrate loyalty product improvements with wider delivery themes and strategies, ensuring loyalty is at the heart of our broader CX thinking/delivery
Ensure team are completely connected on dashboards, critical metrics, and performance as well as offers and initiatives used to trade and drive member acquisition/activation
Lead, develop and motivate the team you manage in line with The Leadership Recipe to demonstrate expected competencies and behaviours, with clear and meaningful objectives and measurable performance targets
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, were 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 comms, including presenting stories and concepts at different levels (e.g. exec vs working)

Does the above sound like you? Then wed 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, driving our mission to be the most loved travel company and achieve sustainable profit. Want to learn more? Click here

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. At Virgin Atlantic, we believe everyone can take on the world - no matter your age, gender, gender identity, gender expression, ethnicity, sexual orientation, disabilities, religion, or beliefs. We celebrate difference and everything that makes our colleagues unique by upholding an inclusive environment in which we can all thrive. So that everyone at Virgin Atlantic can be themselves and know they belong.

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. We are here to support you, so please reach out to our team, (recruitmentfly.virgin.com) feeling confident that we’ve got your individual considerations covered.

Job Ident #: 2597

Company Details

Virgin Atlantic

Fleming Way
Crawley, England United Kingdom, International RH10 9DF International
www.virginatlantic.com/us/en

Virgin Atlantic uses a mixed fleet of Airbus and Boeing wide-body aircraft and operates to destinations in North America, the Caribbean, Africa, the Middle East and Asia from its main hub at London–Heathrow, and its secondary hub at Manchester

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Job Info

Location

Crawley , England, United Kingdom

Type

Contractor

Company Details

Virgin Atlantic

Fleming Way
Crawley, England United Kingdom, International RH10 9DF International
www.virginatlantic.com/us/en