Day to day

• Build and deliver a CRM strategy & trading plan that enhances the pre-flight experience and drives Flying Club growth.
• Lead and inspire a team of three CRM Leads, enabling them to deliver bold, insight-driven activations.
• Partner with stakeholders across Virgin Atlantic to gain buy-in and deliver CRM initiatives aligned to business goals.
• Champion automation and AI-driven ways of working—unlocking efficiency, scalability, and speed to market.
• Develop CRM’s role in Flight+, Ancillaries, Upsell, Cross-Sell, and Online Retail to maximise revenue and margin.
• Deliver personalisation at scale—enabling 1:1 lifecycle interactions across all CRM channels.
• Activate segmentation strategies, embedding their value across the organisation.
• Collaborate with Omnichannel Analytics, Data & Delivery teams to ensure best-in-class execution and actionable insights.
• Own Pre-Flight VoC performance, driving continuous improvements that contribute to overall NPS targets.
• Enhance multi-touchpoint pre-flight journeys—delivering greater personalisation by cabin, destination, and segment.

About You

• Degree-level qualification (or equivalent experience) with a proven track record of delivering commercial results through CRM.
• Experience in a fast-paced, high-performing environment.
• Strong data and insight-led mindset, with demonstrable CRM activation case studies.
• Skilled in managing diverse stakeholders across business and technical domains.
• Confident communicator with strong influencing, storytelling, and presentation skills.
• Adept at resolving conflicts and aligning cross-functional teams.