Location: Crawley, England, United Kingdom. Click inside to apply.
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Virgin Atlantic
Hours: 37.5 Monday to Friday
Location: Hybrid remote working in our VHQ, Crawley
Contract: 12 month FTC/Secondment
Closing Date: Tuesday, 17th December 2024
In a nutshell
This pivotal role is dedicated to enhancing our loyalty product and lifecycle offerings for our Flying Club members. Known internally as a Loyalty Product Manager, you will own a designated loyalty portfolio, identifying customer needs and driving impactful improvements. You’ll ensure that Virgin Atlantic’s loyalty propositions remain a differentiator by crafting seamless customer benefits and experiences that align with our brand promise, meet customer needs, and deliver tangible outcomes such as customer satisfaction, member acquisition and revenue growth.
This role requires close collaboration with multiple internal and external teams, including CRM, Digital Product, Travel Product, and Virgin Red, to ensure seamless delivery of loyalty propositions across digital and physical touchpoints. You’ll play a key part in identifying, crafting and delivering end-to-end customer journeys, driving distinctiveness while ensuring operational excellence.
Day to day
- Identify business and customer needs to inform proposition creation and development based on defined output metrics.
- Act as a Proposition Owner in cross-functional delivery teams with internal and external stakeholders, leading loyalty programme and proposition launches.
- Manage and prioritise a product backlog to ensure long-term strategic initiatives and tactical quick wins are delivered effectively.
- Support senior stakeholders in identifying where to focus and invest based on business cases and data.
- Monitor loyalty performance metrics, including NPS, customer acquisition, activation, and lifetime value; with the view to continuously improve these as you evolve the loyalty proposition
- Work closely with CRM, Travel Product, and operational stakeholders to optimise loyalty product delivery and ensure alignment with overall customer and business objectives.
About you
Are you experienced in loyalty proposition development and product management, with a proven record of delivering customer and commercial success? Do you have the drive to strategise and innovate while maintaining a focus on delivery and operational excellence? If so, this could be the role for you!
We’re looking for someone who has:
- Proven experience in loyalty proposition and product management or lifecycle/membership product roles, linked to customer satisfaction and revenue outcomes.
- Strong interpersonal and communication skills, with the ability to influence and inspire stakeholders at all levels.
- A strategic vision and the ability to balance quick wins with long-term goals.
- A data-driven mindset to manage priorities, track outcomes, and make informed decisions.
- The ability to thrive in a collaborative, fast-paced environment.
Does the above sound like you? Then we’d love to hear from you!
Our recipe for leadership
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
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 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 covere
Source: Virgin Atlantic
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