Virgin Holidays Recruitment Agencies
Job Details

Loyalty CRM Manager

Ref 165550
Location Crawley, West Sussex  
Contract Type Permanent
Salary range Competitive
Job Type Marketing
Job Details

Salary: Competitive dependent on experience plus excellent benefits
Contract: Permanent

Hours: 37.5 hours per week
Location: The VHQ, Crawley, West Sussex
Closing date: Sunday 5 January 2020

In a nutshell

Are you passionate about CRM? Do you have what it takes to take the lead to inspire our CRM Loyalty team to develop globally relevant plans? Are you ready to take on the challenge to execute these in the UK for Virgin Atlantic in a way that achieves commercial and brand goals?

In this role, you will be building strong cross functional team relationships globally including; agencies, the Data & Insights team and global marketing teams to develop and execute plans. Reporting to our Head of CRM, you will contribute to the strategic development of our Flying Club proposition, including the evolution of our tiers and customer benefits, to in turn grow NPS and revenue. You will also have responsibility for building the relationship with Mastercard, Bank of America, Virgin Money and the CRM teams of our Joint Venture partners across Delta, Air France/KLM to fully leverage benefits associated with these partnerships.

Day to day

As an effective leader, you will coach and inspire the CRM Loyalty team to achieve high performance levels by role modelling behaviours, aligning individual objectives and building a culture of accountability. You will build strong relationships amongst global cross-functional teams who contribute to the development & execution of the loyalty program.

You will lead the global CRM Loyalty workplan to ensure prioritisation & optimal resource allocation and build support through increased visibility & engagement.

With a strategic business and partnership focus, you will lead the way in the team collaborating to develop and deliver activity plans to maximise commercial returns & long-term customer value. You’ll identify & embed ways of working that improve effectiveness & efficiency and reduced agency cost base.

Supporting the development of the customer strategy designed to dramatically improve our Customer Experience Management (CXM) approach will be key. You will also support the opportunity roadmap to increase our data capture of email addresses to enable direct-to-consumer marketing. This will be done in conjunction with building support for CRM plans, tracking execution, results & learnings.

You’ll deliver all assets required for the CRM Loyalty annual plan and lead the evaluation/ROI of CRM Loyalty activities & communicating broadly. You’ll do this with a focus on efforts to enhance the generation of actionable insights through data analysis & activity evaluation. You’ll also input into requirements for tech development which would enhance team performance & output.

Identifying opportunities for more agile and effective campaigns, with more commercial focus, you will continuously review and optimise processes to increase speed to market.

With a focus on budget and resource management, you will set annual investment & resource priorities in partnership with Head of CRM leading the evaluation of day to day measurement and evaluation of our comms activity and effectiveness at delivering targets.

About you

Do you have a strong track record in delivering impactful CRM campaigns which deliver a great return on investment? Are you a conceptual thinker who enjoys generating new ideas that challenge traditional frontiers of thought?

Ideally you will have a Degree qualification (sciences/business preferred) or equivalent along with a highly analytical and advanced proficiency in the Adobe suite. Being highly organised, you will have a proven track record at managing resources with the capability to continuously prioritise & progress work plans. Being analytical and confident at developing rationale to support programs, you will also have strong project management skills.

We are looking for someone who has a proven track record of developing high performing teams, who has strong stakeholder management skills with ability to operate at all levels.

If CRM is your area of expertise and this sounds like the perfect role for you, we’d love to hear from you.

The perks

We recognise the value you add to our dynamic company. That's why we give our people the rewards that they deserve. We have a whole host of benefits to help you enjoy life to the full, including up to seven flights a year to a wide range of fabulous Virgin Atlantic destinations. Of course you can also take advantage of discounts on our amazing Virgin Holidays hotels. We also offer a competitive benefits package including pension and private medical schemes and life assurance. You can even self select whats important to you through our benefits portal. We appreciate that life is busy, so when operationally possible remote working is available.

Be Yourself - Our Differences make us stronger
Virgin Atlantic and Virgin holidays are committed equal opportunities employers and positively encourage applications from suitably qualified and eligible applicants regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy and maternity. Diversity brings strength which is why we strive to provide an inclusive environment where individuality is celebrated and we can unleash the potential of our forward-thinking mix of people.
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