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CRM Platform Tribe Lead

3 weeks ago

Hounslow, Greater London, United Kingdom British Airways Full time £60,000 - £120,000 per year

A career without limits
As the nation's flag carrier, we take great pride in connecting Britain with the world and the world with Britain.

It's something we've been doing for over 100 years, ever since we launched the world's first international scheduled air service between London and Paris.

This originality has been in our blood since day one. It's the spirit we share with the people that fly with us, our partners, and our colleagues.

So, whether you are a reassuring voice on the end of a phone, a smile at the door, under a wing keeping the turbines spinning or landing us gently in far-flung places, a job at British Airways is yours to make.

We know great things can happen when you're inspired to think big and bring your ambition to work every day, which is why, at British Airways the sky is never the limit.

Join Us as Tribe Lead – CRM Platform Transformation
Are you ready to lead the evolution of our CRM capabilities into the next generation? We're looking for a visionary Tribe Lead to spearhead the delivery of our new CRM platform products - building on our experience with Salesforce, while embracing cutting-edge technologies including agentic AI to make our colleague experience better.

In this pivotal role, you'll work closely with our Customer Care, Digital Delivery, and Data teams to shape a modern, intelligent CRM ecosystem that empowers our agents and enhances customer experience. You'll bring strategic clarity, technical insight, and delivery excellence to a programme that redefines how we connect with our customers.

The Role
CRM Platform Tribe Lead
As Tribe Business Lead for the CRM Platform, you'll define and drive the vision, solution, and outcomes for your product tribe. You'll be accountable for the end-to-end customer and colleague journey, setting goals, and leading performance. You'll work closely with Commercial, Product, Technology, and Customer teams to ensure the Agent UI roadmap aligns with BA's broader business strategy.

What You'll Do

  • Lead the delivery of the CRM product strategy, ensuring objectives are met on time and with real business impact.
  • Collaborate with senior stakeholders and cross-functional teams to create a holistic product vision and roadmap.
  • Own the product backlog, prioritising features that deliver business value and improve customer experience.
  • Champion agile and iterative development, fostering a culture of collaboration and continuous improvement.
  • Manage and inspire a team, building strong relationships across BA and with third-party partners.
  • Drive effective research, analysis, and solution design, always keeping the customer at the heart of decisions.
  • Present outcomes to stakeholders and provide regular updates to leadership.

What You'll Bring To British Airways

  • Good CRM and Salesforce Product knowledge with experience of implementation in large scale organisations
  • Proven experience leading teams and owning commercial outcomes, ideally in an airline or digital retailing environment.
  • Strong commercial acumen, stakeholder management, and decision-making skills.
  • Expertise in agile scrum methodology and digital product management.
  • Experience in eCommerce, B2C digital marketing, and offer/order management.
  • Ability to balance conflicting priorities, remain positive in ambiguity, and drive business simplification.
  • Excellent communication, analytical, and people skills.

What We Offer
We believe that all the people who work with us should feel valued for the part they play. It's one of the reasons our rewards go far beyond a competitive salary.

From the day you join us, you'll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways flights. You'll also receive up to 30 discounted 'Hotline' airfares per year for yourself, friends, and family.

At British Airways you'll have the chance to take on new challenges and move forward in a way that feels right for you. We encourage all those who work for us to consider opportunities right across our business to help you develop and progress.

We never stand still, and we don't expect our people to either.

Inclusion & Diversity
At British Airways we all have a part to play in creating an inclusive place to work. Diverse representation among our people is really important to us and we recognise that all our colleagues are uniquely different and bring their own originality, creativity and identity to work.

Inclusion and diversity is a key driver of innovation and we're committed to creating a culture where everyone feels that they can be themselves. We're looking for people from all backgrounds and cultures to join us and be a part of our journey to become a Better BA as we continue to connect Britain with the world and the world with Britain.