Customer Executive - VIP

Job Details

Salary: Competitive

Hours: Full Time

Location: VHQ, Crawley Hybrid working (3x on site per week)

Contract: Full Time & Permanent

Closing Date: 17th January 2025

Join us as a Customer Executive- VIP supporting our world class service delivery for our VIP customers. A highly confidential service which covers their (and their entourage) travel and security logistics. You will be anticipating the needs of our highest value customers to deliver exceptional service and further grow these strong relationships, revenue per booker and ultimately loyalty to Virgin Atlantic.

You will be a part of our amazing Customer Loyalty team, acting as an Ambassador of the Virgin Atlantic Flying Club programme. The Customer Executive- VIP plays a pivotal role in the delivery of the member experience as the key point of contact for all their VA travel requirements. In addition to meeting the needs of our VIP customers on every contact (new travel requests, changes to bookings, liaison with airport managers, Club House teams, ground staff and 3rd party suppliers), this role is responsible for growing bookings and revenue through ongoing relationship management.

In a nutshell

The Executive VIP is responsible for anticipating the needs of our highest value customers to deliver exceptional service and further grow these strong relationships, revenue per booker, and ultimately loyalty to Virgin Atlantic.

Day to day

1. Delivering a personalised experience to our highest profile most valuable customers, using discretion and judgement to assess each customer's individual requirements and ensure that our VIPs receive a high professional quality experience.
2. Fulfilling and managing all operational requirements to optimise the customer's experience including the seamless use of relevant system technology including VA systems and VS Term reservation system.
3. Maintaining regular contact with relevant High Value customer groups to leverage the relationship to maximise revenue and loyalty. Proactively identify opportunities to grow spend from VIP customers.
4. Putting the customer at the centre of every communication and matching the benefits of the Virgin Atlantic offer against the customer needs in every interaction.
5. Using your autonomy to make decisions to recover service failure or support a customer's travel plans, by considering the impact to the business versus the value of the customer.
6. Developing and sustaining positive relationships, maintaining accurate CRM data and sharing feedback, trends and issues that impact the VIP customer experience with key stakeholders across the business.

About you

Our Customer Executive- VIP value and deliver best in class experience and outstanding service for our customers. If you have airline operations knowledge, with an understanding of reservations/ticketing procedures/knowledge of VA reservation systems plus a professional manner for navigating operational complexity to deliver a personalised and seamless experience for our most valued customers, we would love to hear from you!

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.