CRM Analyst

Location: Hybrid working, 3 days per week from our Crawley offices
Hours: Full Time, 37.5 hours per week. Monday to Friday
Contract Type: Permanent
Closing Date: 10th November 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.

If you’re ready to bring bold ideas to life and help shape the voice of our brand at the highest levels of the business, read on.

The Analytics Specialist for Virgin Atlantic Holidays will be responsible for transforming customer and operational data into actionable insights that drive strategic decision-making and performance optimisation.

This role focuses on delivering high-quality analysis, reporting, and dashboards that enhance guest understanding, engagement, campaign effectiveness, and business profitability. Acting as a key bridge between data, marketing, commercial and Virgin Atlantic Holidays product functions, the role ensures analytics play a central part in shaping our holiday propositions, communications and experiences.
The role will champion the use of advanced analytics and AI to enhance customer lifetime value, improve targeting precision, and drive growth across Virgin Atlantic Holidays’ key segments
The position demands curiosity, technical rigour, and the ability to translate complex datasets into clear narratives that influence stakeholders across the business

• Develop reporting dashboards that improve our understanding of Holidays guests
• Develop our insight capability and how we can quickly translate this into meaningful business actions
• Understand trends that lead to potential business risks & opportunities working collaboratively to validate and provide actionable recommendations
• Enrich our business segmentation with Holidays guest data and how we can track core guest segments
• Create the guest narrative to create recommendations on how we can effectively target and grow the Holidays core segments
• Champion the development of our guest segments and how these relate to Holidays growth
• Collaborating with CRM Design, Journeys & Holiday teams, develop holidays guest insight linked to guest journeys and the lifecycle we want to develop
• Create activity performance dashboards and recommendations to optimise performance post activity

Essential attributes
• Proven experience in an analytical or insight-driven role, ideally within travel, retail, or digital marketing
• Strong proficiency in SQL, Power BI (or equivalent data visualisation tools), and data manipulation within large, complex datasets
• Deep understanding of marketing data platforms, customer segmentation, and campaign performance measurement
• Demonstrated ability to translate data findings into commercial recommendations and influence decision-making
• Excellent communication skills, capable of presenting insights to both technical and non-technical audiences
Preferred attributes
• Experience within a CRM, loyalty, or customer engagement environment.
• Understanding of digital and offline campaign performance metrics (e.g. NPS, revenue attribution, engagement)
• Familiarity with data governance, testing frameworks, and “test and learn” optimisation methodologies.
• Degree in Mathematics, Statistics, Economics, or related discipline (or equivalent work experience)

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

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, ([email protected]) feeling confident that we’ve got your individual considerations covered.

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