Tribe Lead - Customer Engagement

British Airways; Greater London; On-site; GBP 40,000 - 80,000

Job description

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.

The Role: Tribe Lead – Customer Engagement

Join our Commercial team at British Airways as a Tribe Lead – Customer Engagement, where you’ll own the end-to-end customer relationship journey across all digital touchpoints. From loyalty to personalised experiences, you’ll drive a data-led strategy to increase customer satisfaction, deepen engagement, and enhance lifetime value.

What You’ll Do:

1. Define and deliver the customer engagement strategy, aligning it with commercial and brand objectives.
2. Lead the tribe responsible for loyalty, marketing automation, customer insights, and personalisation.
3. Champion a seamless, consistent, and relevant customer experience across channels and lifecycle stages.
4. Leverage data and insights to optimise journeys and communications for maximum impact.
5. Drive the development of personalised products and services, using experimentation and testing frameworks.
6. Own and prioritise the product backlog, collaborating closely with Product Owners and Analysts.
7. Build strong relationships with stakeholders across marketing, digital, and customer service teams.

What You’ll Bring to British Airways:

1. A passion for customer-centric design and measurable outcomes.
2. Proven leadership in digital engagement, CRM, or loyalty product strategy.
3. A strong analytical mindset with a creative flair for innovation.
4. Excellent collaboration and communication skills, with the ability to inspire and influence.
5. A results-driven approach and deep understanding of personalisation tools and performance marketing.

Your Experience:

1. Experience in leading digital product teams focused on engagement or loyalty.
2. Deep knowledge of CRM platforms, customer data platforms, and omnichannel campaign tools.
3. Proven background in agile delivery, with exposure to experimentation techniques and data-led product development.

Ready to Redefine Customer Relationships?

Join us and lead the transformation of how we connect with our customers — apply now and help British Airways deliver meaningful, lasting engagement.

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.