Lead – Flying Club Operations and Activation

Job Description:

Salary: Competitive per annum

Hours: 37.5 per week, Monday to Friday

Location: Hybrid - VHQ, Crawley

Contract: Permanent

Closing Date: 27th June 2025

In a nutshell

Support the smooth running of the Flying Club team as we develop, innovate and differentiate the Virgin Atlantic loyalty programme.

50 of your time will be spent managing and using Loyalty System applications, acting as a system expert and super-user within the business, working with Technology and other internal/external stakeholders as needed. Delivery will include recurring and routine support tasks for the overall team, plus the development of specialist systems and operational knowledge (e.g. Loops usage, fraud investigation) as required for this function.

The other 50 of your time will be providing support to the Loyalty Product Team to activate and communicate new products, resolving and removing areas of friction with existing products as identified

Responsibilities will be to implement and activate initiatives, as well as ownership and continuous improvement of our digital touchpoints, underpinning the delivery of the Flying Club value proposition through the communication of new products.

This role has scope and opportunity for basic product ownership, user testing, customer experience and spaneting; to support the delivery of the Flying Club product and proposition roadmap

Day to day

Delivering essential day-to-day work in Loyalty through Loyalty Systems knowledge, e.g. building and testing campaigns/promotions in Loops, supporting enquiries from Loyalty and other internal/external teams, assisting fraud investigations, providing advice/help to system users and triaging/escalating problems and queries for long term resolution.
Support the wider Loyalty team with operational and recurring tasks. Act as a first point of contact for administrative or operational questions, coordinating responses on customer complaints via the Exec Office, and helping the rest of the Loyalty team stay focused on more medium-to-long term priorities.
Work with stakeholders across the business to ensure that loyalty systems usage, and our processes and operations, work effectively and achieve our business objectives. Coordinate with a number of areas such as Technology, the Customer Centre and external suppliers as needed. Input into training design and delivery to ensure business users and customer facing teams are familiar with systems and processes.
Act as a shared service between Virgin Atlantic and Virgin Red. Managing and maintaining Loops, e.g. providing and monitoring user access, maintaining security of the applications and ensuring optimal performance.
Support or lead the activation of initiatives/projects of the Flying Club team; including management of briefs and co-ordination of teams across relevant channels. Act as the liaison with the CRM and Marketing teams to effectively write and manage briefs, website amends and loyalty lifecycle communications, as required.
Support the Loyalty Product team in triaging ad hoc tasks or activation requests that may arise in the day-to-day activity of the team. Own the Flying Club digital touchpoints and drive the continuous improvement of the channels (.com etc) to alleviate customer pain points

About you

Were looking for someone who has:

Competence/understanding of spaneting, loyalty, digital activation, project management
Stakeholder management and cross-functional working experience
Experience and knowledge of VA’s loyalty systems and Contact Centre processes

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 #: 2620

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

(Job and company information not to be copied, shared, scraped, or otherwise disseminated/distributed without explicit consent of JSfirm, LLC)

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