CRM Analyst

20 hours ago

Crawley, West Sussex, United Kingdom Virgin Atlantic Full time

The Analytics Specialist for Virgin Atlantic Holidays will be responsible for transforming customer and operational data into actionable insights that drive strategic decision-making and performance optimisation.

This role focuses on delivering high-quality analysis, reporting, and dashboards that enhance guest understanding, engagement, campaign effectiveness, and business profitability. Acting as a key bridge between data, marketing, commercial and Virgin Atlantic Holidays product functions, the role ensures analytics play a central part in shaping our holiday propositions, communications and experiences.

The role will champion the use of advanced analytics and AI to enhance customer lifetime value, improve targeting precision, and drive growth across Virgin Atlantic Holidays' key segments

The position demands curiosity, technical rigour, and the ability to translate complex datasets into clear narratives that influence stakeholders across the business

Day to day


• Develop reporting dashboards that improve our understanding of Holidays guests


• Develop our insight capability and how we can quickly translate this into meaningful business actions


• Understand trends that lead to potential business risks & opportunities working collaboratively to validate and provide actionable recommendations


• Enrich our business segmentation with Holidays guest data and how we can track core guest segments


• Create the guest narrative to create recommendations on how we can effectively target and grow the Holidays core segments


• Champion the development of our guest segments and how these relate to Holidays growth


• Collaborating with CRM Design, Journeys & Holiday teams, develop holidays guest insight linked to guest journeys and the lifecycle we want to develop


• Create activity performance dashboards and recommendations to optimise performance post activity

About You


• Proven experience in an analytical or insight-driven role, ideally within travel, retail, or digital marketing


• Strong proficiency in SQL, Power BI (or equivalent data visualisation tools), and data manipulation within large, complex datasets


• Deep understanding of marketing data platforms, customer segmentation, and campaign performance measurement


• Demonstrated ability to translate data findings into commercial recommendations and influence decision-making


• Excellent communication skills, capable of presenting insights to both technical and non-technical audiences


• Experience within a CRM, loyalty, or customer engagement environment.


• Understanding of digital and offline campaign performance metrics (e.g. NPS, revenue attribution, engagement)


• Familiarity with data governance, testing frameworks, and "test and learn" optimisation methodologies.


• Degree in Mathematics, Statistics, Economics, or related discipline (or equivalent work experience)

Does the above sound like you? Then we'd love to hear from you

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