Loyalty Product Manager

Job Description:

Hours: 37.5 Monday to Friday

Location: Hybrid remote working in our VHQ, Crawley

Contract: Permanent

Closing Date: Sunday, 17th November 2024

In a nutshell

This pivotal role is dedicated to elevating our loyalty experience for our most valued High-Value Customers (HVC). You’ll be responsible for developing and delivering innovative loyalty and lifecycle products, with a particular focus on member tenure recognition, to drive customer satisfaction and revenue growth.

Youll be responsible for designing and managing loyalty propositions for HVCs, ensuring theyre seamlessly integrated across the Virgin Atlantic network. You’ll own the HVC portfolio, finding opportunities for improvement and driving initiatives that align with our strategic goals. With a focus on innovation, you’ll build a cohesive customer journey across digital and physical touchpoints, collaborating closely with Digital Product, Travel Product, CRM, Sales, VIP, Events and other teams to optimise engagement and growth. Additionally, you’ll implement VIP-specific products like Meet-and-Greet and high-level member events (along with managing the event budget) to enhance the loyalty experience.

Day to day

Drive HVC revenue and member satisfaction by delivering personalised benefits and loyalty experiences.
Support sales growth and ensure revenue targets are met by closely monitoring trends and taking action to stay on track.
Develop and implement programmes that enhance the Elite member experience, continually raising member satisfaction scores.
Optimize service delivery through close collaboration with Systems and Architecture teams to enhance VIP support tools and processes.

About you

Are you experienced in loyalty product management and have a strong track record of customer satisfaction and revenue achievement? Then this could be the role for you!

Alongside the above, were looking for the following:

Skilled communicator, able to build and maintain relationships with senior internal and external stakeholders.
Known for your strategic vision, innovative approach, and commitment to delivering an exceptional experience for high-value members.
Adept at navigating operational complexities to personalise and enhance the customer experience.

Ready to make an impact? Join us at Virgin Atlantic and help shape the future of loyalty for our most valued customers!

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 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, (recruitmentfly.virgin.com) feeling confident that we’ve got your individual considerations covered.

Job Ident #: 2381

Company Details

Virgin Atlantic

Fleming Way
Crawley, England United Kingdom, International RH10 9DF International
www.virginatlantic.com/us/en

Virgin Atlantic uses a mixed fleet of Airbus and Boeing wide-body aircraft and operates to destinations in North America, the Caribbean, Africa, the Middle East and Asia from its main hub at London–Heathrow, and its secondary hub at Manchester

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Job Info

Location

Crawley , England, United Kingdom

Type

Permanent

Company Details

Virgin Atlantic

Fleming Way
Crawley, England United Kingdom, International RH10 9DF International
www.virginatlantic.com/us/en