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Performance Manager, Loyalty and CRM

2 months ago

Crawley, West Sussex, United Kingdom ENGINEERINGUK Full time
Job Details

Hours: 37.5 Monday to Friday

Location: Hybrid remote working, with 3 days a week in our VHQ, Crawley

Contract: 12 month FTC/Secondment

About the Role

We are seeking a highly skilled Performance Manager to join our Loyalty team. As the overall owner for Flying Club performance, you will be responsible for delivering performance targets across multiple domains, including P&L, acquisition/engagement, and Flying Club experience. You will work closely with the Head of Loyalty to ensure Flying Club is fulfilling its role as an engine for satisfaction, engagement, and revenue for Virgin Atlantic.

Key Responsibilities:

  • Set up processes, reporting, targets, and clear accountabilities to safeguard performance.
  • Build trusted, senior relationships with Commercial and Virgin Red to effectively trade Flying Club and drive redemption revenue.
  • Collaborate with CRM and touchpoint owners across the end-to-end journey to ensure acquisition, engagement, and satisfaction are delivered.
  • Lead and empower a small team, giving clear day-to-day responsibility, while working with the SM Loyalty Product and HO Loyalty to lead the planning process for delivering multi-year targets.
  • Act as the single accountable owner for Flying Club reporting and commentary at all levels from intra-team to board papers and liaising with Finance.
About You

We are looking for someone with experience in delivering performance targets in a commercial context. You should have a strong understanding of customer lifecycle, acquisition, and engagement within the context of a loyalty and CRM environment. Additionally, you should be able to use SQL and Power BI, and have high levels of communication and influencing required across all levels.

What We Offer

We offer a competitive salary and benefits package, as well as opportunities for professional development and growth. If you are a motivated and results-driven individual who is passionate about delivering exceptional customer experiences, we would love to hear from you.