Salary: Competitive per annum
Hours: 37.5 per week, Monday to Friday
Location: Flexible working with up to 3 days a week in our VHQ, Crawley
Contract: Permanent
Closing Date: 4th April 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.
Join our team of forward-thinkers who approach the world with a different lens. We value individuals who are vocal about driving positive change and are willing to dive into both big and small tasks. If you’re ready to take your career to new heights, this opportunity is for you.
This leadership role is an exciting opportunity to drive the development of customer understanding and insights, which will inform our commercial and marketing planning. Key responsibilities include:
- Develop a deeper understanding of our customers through behavioural and attitudinal segmentations, as well as unified customer data.
- Provide reporting and insights on customer journeys, from prospects to VA advocates.
- Identifying levers to influence customer behaviour driving improvements in CX and revenue
- Create actionable insight on how to deepen relationships and life time value by transitioning customers across segments
- Enhancing brand loyalty and frequency across VA and our Skyteam global network.
- Creating playbooks to determine strategic and tactical commercial & marketing actions.
- Leading the change in data-led customer understanding with cross-team working to ensure alignment and achievement of agreed outcomes.
- Lead & own the plan to develop data & analytics to drive a customer led approach to commercial & marketing planning – enabled through continuous insight against our customer segments and tracking against our core KPIs.
- Lead the development of insight to customer strategy and tactical opportunities to drive commercial & marketing long and short term planning.
- In collaboration with Marketing & Commercial teams develop a clear narrative that can be understood and actioned across commercial & marketing teams.
- Drive and demonstrate meaningful impact across commercial & marketing plans and how it is developing our customer profiles & segments.
- Extensive experience of data & insight leadership that has driven demonstrable strategic and tactical operational changes and revenue improvements
- Experience in communicating and presenting effectively to C-suite level alongside being able to handle pressure and challenge to continually deliver and improve the businesses customer led decision making
- Cross-functional leadership, with capabilities to build a strong customer narrative to influence and shape other departmental thinking and plans
- Excellent stakeholder management skills to convey expertise and the ability to easily form effective cross-team working relationships
- Excellent organizational, decision making and prioritisation skills to focus on the insight and influence within the organisation that will have the biggest impact
- Excellent logical & technical capability to interrogate data, insight and how this can be turned into an actionable plan
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.