Location: Hybrid – 3 days per week at VHQ, Crawley
Hours: 37.5 per week, Monday to Friday
Contract: Permanent
Salary: Competitive
Closing Date: 10th August 2025
✈️ Let Your Career Take Flight
At Virgin Atlantic, we believe in the power of people to redefine the possible. With an ambitious vision to become the most loved travel company, we're rewriting the rules of aviation—championing innovation, defying convention, and fostering a people-first culture where individuality is celebrated.
About the Role
As Lead CRM Experience, you'll be central to delivering our personalisation vision. You’ll shape end-to-end, segment-led customer journey plans and strategic playbooks that drive lifetime value and elevate Net Promoter Scores.
Key to this role is developing cross-channel, full-funnel customer experiences that align with commercial or customer experience objectives—ensuring every touchpoint supports our broader personalisation ambition.
You’ll identify journey variations across customer segments, collaborating with stakeholders to deliver a phased roadmap. Through robust hypotheses and test-and-learn methodologies, you’ll evolve and enhance our CRM segment playbooks.
You'll also lead the development of scalable processes and ways of working aligned with a Target Operating Model—driving consistent collaboration, ownership, and delivery across digital and non-digital CRM activity.
We’re looking for a strategic and commercially driven CRM leader with:
• A degree or equivalent experience, and a proven track record of delivering both commercial and customer experience results.
• Deep expertise in omni-channel journey planning, strategic roadmap development, and prioritisation frameworks.
• Strong data literacy and hands-on experience with CRM platforms, supported by a test-and-learn mindset essential for operational model success.
• Outstanding interpersonal skills—confident in influencing, collaborating, and fostering strong cross-functional relationships.
• Excellent written and verbal communication skills, including experience presenting to senior leadership.
• A high-performing mindset, comfortable working in a dynamic, fast-paced environment.
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
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.