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Customer Journey Manager Travel Products
3 months ago
Customer Journey Manager Travel Products - Crawley
Job details
Salary: Competitive per annum
Hours: 37.5 per week, Monday to Friday
Location: Flexible working, 3 days a week in our VHQ, Crawley
Contract: 12 month fixed term contract
Closing Date: 30th August 2024
Virgin Atlantic is a purpose led long haul airline. Committed to protecting the planet, whilst bringing the social and economic benefits of connectivity and trade to the destinations and communities we serve. We're on a mission to net zero by 2050, but no airline can tackle the decarbonisation challenge alone. At Virgin Atlantic, we're committed to innovation, pioneering change through partnership, and being transparent in our progress .
In a nutshell
As the Customer Journey Manager Travel Products at Virgin Atlantic Ltd, you will have the unique opportunity to create and oversee the travel products that our customers will experience throughout their entire journey. You will be responsible for identifying customer needs and improvement opportunities, ensuring a flawless end-to-end customer experience both physically and digitally. With a portfolio of specific customer journeys/missions, you will own all relevant travel products and collaborate closely with the business to successfully implement new, changed, and ongoing products.
Day to day
In this role, your day-to-day responsibilities will include:
Creating and overseeing the travel products that enhance the customer journey
Identifying business and customer needs to inform product creation and development within your portfolio
Coordinating with the team to ensure seamless experiences across all product types and channels
Delivering channel agnostic experiences to our customers
Driving distinctiveness and innovation while maintaining focus on fixing the basics
Managing the travel journey within your portfolio to deliver exceptional NPS, engagement, and customer lifetime value
Continuously monitoring and evaluating the performance of products and experiences within your portfolio
Responsible for tracking performance indicators related to customer journeys and products, aiming for successful returns on investments.
Maintaining a prioritized backlog of product launches/improvements
Effectively managing the expectations of involved parties and utilizing evidence and data to communicate prioritization decisions
Assisting the Senior Manager Travel Product and VP Customer Journeys in identifying key areas of focus and investment using data-driven analysis.
Balancing the need for quick wins with long-term improvements
About you
To be successful in this role, you should have:
Proven experience in product management with a focus on both customer and commercial outcomes
A track record of setting and attaining operational, customer, and commercial deliverables
Strong interpersonal skills and the ability to build effective relationships and influence at senior levels
Excellent written and verbal communication skills, including the ability to present stories and concepts to different audiences
Be yourself - Our differences make us stronger
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, ) feeling confident that we've got your individual considerations covered.
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
