In a nutshell
In this exciting role within our Loyalty team, you'll be the overall owner for Flying Club performance across multiple domains including P&L, acquisition/engagement, and Flying Club experience, supporting the Head of Loyalty in ensuring Flying Club is fulfilling its role as an engine for satisfaction, engagement, and revenue for Virgin Atlantic.
You will set up processes, reporting, targets, and clear accountabilities to safeguard performance. Build trusted, senior relationship with Commercial and Virgin Red to effectively trade Flying Club and drive redemption revenue. Collaborateing with CRM and touchpoint owners across the end-to-end journey, you'll ensure acquisition, engagement, and satisfaction are delivered.
Lead and empower a small team, giving clear day-to-day responsibility, whilst working with the SM Loyalty Product and HO Loyalty to lead the planning process for delivering multi-year targets ensuring that roadmaps and forecasting are anticipating future requirements for the success of Flying Club.
As Flying Club Performance Manager you will act as the single accountable owner for Flying Club reporting and commentary at all levels from intra-team to board papers and liaising with Finance. You will be responsible for anticipating the needs of our highest value customers in order to deliver outstanding service and further grow these positive relationships, revenue per booker and ultimately loyalty to Virgin Atlantic.
Day to day
Deliver performance across Flying Club P&L, customer acquisition/engagement, and satisfaction in line with Flying Club and CRM team targets, ultimately fulfilling our goals and strategy. Work with rest of Flying Club and CRM team and a wider range of stakeholders to ensure short/medium/long term actions are inprogress to meet and exceed targets.
Build the machine required to drive performance, leading the team by developing and empowering direct reports, defining and crafting reporting and performance drumbeat.
Single point of accountability for reporting, commentary, and P&L at all levels up to and including board papers – across revenue and cost lines, but also customer acquisition and engagement.
Drive multi-year performance strategy and planning, including forecasting, target setting, and roadmaps for initiatives, as well as flagging gaps and opportunities.
Foster and guide the team, in line with our values, to establish distinct goals and deliver measurable outcomes.
Commit to personal development and provide coaching and support to team members as required
About you
Do you have experience in delivering performance targets in a commercial context? Then this could be the role for you!
Alongside the above, we're looking for the following:
Experience of points-based loyalty programmes is beneficial as this will provide an understanding of customer lifecycle, acquisition, and engagement within the context of a loyalty and CRM environment.
Ability to use SQL and Power BI required
High levels of communication and influencing required across all levels
Does the above sound like you? Then we'd love to hear from you!
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, (recruitment@fly.virgin.com) feeling confident that we’ve got your individual considerations covered.