Customer Executive – VIP

Job Description:

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. Acting as an Ambassador of the Virgin Atlantic Flying Club programme, the VIP Executive plays a pivotal role in the delivery of the Wings member experience as the key point of contact for all their VA travel requirements.

Day to day

Delivering a personalised experiences 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.
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.
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.
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.
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.
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. So, 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!

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 #: 2483

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