Lead Flying Club Operations

ENGINEERINGUK; Crawley; Hybrid; GBP 30,000 - 60,000; Full time

Job description

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Job Details

Salary: Competitive per annum

Hours: 37.5 per week, Monday to Friday

Location: Hybrid - VHQ, Crawley

Contract: Permanent

Closing Date: 18th April 2025

In a nutshell

Support the smooth running of the Flying Club team as we develop, innovate and differentiate the Virgin Atlantic loyalty programme.

50% of your time will be spent managing and using Loyalty System applications, acting as a system expert and super-user within the business, working with Technology and other internal/external stakeholders as needed. Delivery will include recurring and routine support tasks for the overall team, plus the development of specialist systems and operational knowledge (e.g. Loops usage, fraud investigation) as required for this function.

The other 50% of your time will be providing support to the Loyalty Product Team to activate and communicate new products, resolving and removing areas of friction with existing products as identified.

Responsibilities

• Implement and activate initiatives, as well as ownership and continuous improvement of our digital touchpoints, underpinning the delivery of the Flying Club value proposition through the communication of new products.
• Deliver essential day-to-day work in Loyalty through Loyalty Systems knowledge, e.g. building and testing campaigns/promotions in Loops, supporting enquiries from Loyalty and other internal/external teams, assisting fraud investigations, providing advice/help to system users and triaging/escalating problems and queries for long term resolution.
• Support the wider Loyalty team with operational and recurring tasks. Act as a first point of contact for administrative or operational questions, coordinating responses on customer complaints via the Exec Office, and helping the rest of the Loyalty team stay focused on more medium-to-long term priorities.
• Work with stakeholders across the business to ensure that loyalty systems usage, and our processes and operations, work effectively and achieve our business objectives. Coordinate with a number of areas such as Technology, the Customer Centre and external suppliers as needed. Input into training design and delivery to ensure business users and customer facing teams are familiar with systems and processes.
• Act as a shared service between Virgin Atlantic and Virgin Red. Managing and maintaining Loops, e.g. providing and monitoring user access, maintaining security of the applications and ensuring optimal performance.
• Support or lead the activation of initiatives/projects of the Flying Club team; including management of briefs and co-ordination of teams across relevant channels. Act as the liaison with the CRM and Marketing teams to effectively write and manage briefs, website amends and loyalty lifecycle communications, as required.
• Support the Loyalty Product team in triaging ad hoc tasks or activation requests that may arise in the day-to-day activity of the team. Own the Flying Club digital touchpoints and drive the continuous improvement of the channels (.com etc) to alleviate customer pain points.

About you

We're looking for someone who has:

• Competence/understanding of marketing, loyalty, digital activation, project management
• Stakeholder management and cross-functional working experience
• Experience and knowledge of VA's loyalty systems and Contact Centre processes

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.

Company

Richard Branson founded Virgin Atlantic in 1984 with the intention of shaking up the aviation industry. Since then, we’ve grown from a small team, one 747 plane and a single route, to a global network that employs thousands of wonderful people worldwide.

We’re not just your average airline. We’re a family-centric one who recognises togetherness as a hugely important aspect of life. We support and care about our employees and their families, which makes Virgin Atlantic a special place to work and the long-haul airline our customers fall in love with.

When it comes to our people, they’re a passionate lot, united in creating something different. It’s always been like this. It’s in our DNA, and it was ignited within us from the moment we started flying. So, step on board, get ready to find your purpose, embrace your human spirit and let it fly.

Our ways of working

We’re on a mission to become the most loved travel company, but with this comes great responsibility. We must support all of our people to embrace a growth mindset. To think like a start-up and act like an owner of Virgin Atlantic and to live our values every day. Our ways of working are designed to reflect the balance of happiness, productivity, collaboration, and team spirit that make us uniquely Virgin. We have built our approach on six core principles, recognising work as an activity, not a place. The focus is less on when and where people work, collaborate, or learn, but on their performance and outcomes. This is built on a foundation of trust and celebrates the diversity of our people, embracing that we all have different work-life considerations and varying times when our energy is highest.