Manager – Flying Club Operations

Job Description:

Salary: Competitive per annum

Hours: 37.5 per week, Monday to Friday

Location: Hybrid - VHQ, Crawley

Contract: Permanent

Closing Date: 18th April 2025

At Virgin Atlantic Airways, we believe that everyone can take on the world, and it’s our vision to become the most loved travel company. As we embark on this next exciting stage of our journey, we’re harnessing our spirit of entrepreneurship and innovation to challenge the status quo.

Join our team of forward-thinkers who approach the world with a different lens. We value individuals who are vocal about driving positive change and are willing to dive into both big and small tasks. If you’re ready to take your career to new heights, this opportunity is for you.

In a nutshell

This role will manage the Operations and Activation team to support the smooth running of Flying Club as we develop, innovate and differentiate the Virgin Atlantic loyalty programme.

Acting as the Flying Club (LOOPS) systems owner and expert within the business, the Manager FC Operations & Activation will work with key internal and external stakeholders to implement and maintain processes to optimise Loyalty Systems efficiency and achieve our business objectives.

The role will be responsible for prioritising and managing the workflow of LOOPS projects and development plan to be fully delivered by TCS. In addition to overseeing the workload and allocation of BAU LOOPS tasks for two direct reports.

Lead the activation of Flying Club Product Team initiatives, managing and overseeing plan delivery through direct reports to ensure optimal communication to members.

Own the Flying Club digital touchpoints and drive continuous improvement of the channels to alleviate customer pain points.

Day to day

Be the loyalty system (LOOPs) expert within the Flying Club team, working with Technology and other internal/external stakeholders as needed. Lead the team to ensure that loyalty systems usage, and our processes and operations, work effectively and achieve our business objectives.

Support the Loyalty and Product team in the communication activation of initiatives/projects to members. Own the Flying Club digital touchpoints and drive the continuous improvement of the channels (VAA.com, VAH, etc.) to alleviate customer pain points

Act as the liaison with the Flying Club, Digital and CRM teams to effectively oversee the workload of the Operations and Activation team, implementing governance/process where required to support delivery. Ensure new developments are communicated across the business with any associated training facilitated.

Lead, develop and motivate the team in line with One Company Mindset to demonstrate expected competencies and behaviours, with clear and meaningful objectives and measurable performance targets.

Commit to personal development and provide coaching and support to team members as required.

About you

Substantial experience in project management
Experience in briefing and developing spaneting comms plans and digital assets
Stakeholder management and cross-functional working experience
Extensive experience and knowledge of VA’s loyalty systems (LOOPs) and Contact Centre processes
Experience building a high performing team

Our recipe for leadership

At Virgin Atlantic, our leaders empower teams to thrive through collaboration, innovation, and excellence. Explore our Leadership Recipe and discover the 20 core ingredients that define what it means to lead with us, driving our mission to be the most loved travel company and achieve sustainable profit. Want to learn more? Click here

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. So that everyone at Virgin Atlantic can be themselves and know they belong.

To make your journey with us accessible and individual to you, we encourage you to let us know if you’d like a little extra help with your application, or if you have any individual requirements at any stage along your recruitment journey. We are here to support you, so please reach out to our team, (recruitmentfly.virgin.com) feeling confident that we’ve got your individual considerations covered.

Job Ident #: 2624

Company Details

Virgin Atlantic

Fleming Way
Crawley, England United Kingdom, International RH10 9DF International
www.virginatlantic.com/us/en

Virgin Atlantic uses a mixed fleet of Airbus and Boeing wide-body aircraft and operates to destinations in North America, the Caribbean, Africa, the Middle East and Asia from its main hub at London–Heathrow, and its secondary hub at Manchester

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Job Info

Location

Crawley , England, United Kingdom

Type

Permanent

Company Details

Virgin Atlantic

Fleming Way
Crawley, England United Kingdom, International RH10 9DF International
www.virginatlantic.com/us/en