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Job Details

Salary: Competitive
Hours: Full Time
Location: Hybrid remote working with days in our VHQ Crawley, West Sussex - speak to us about what flexibility looks like for you.
Contract: Permanent
Closing Date: 6th December 2021

Many of our staff at Virgin work flexibly and in many different ways, including part-time, different core hours or remote working. Please talk to us at your application or interview stage about the flexibility you need. We can't promise to give you exactly what you want, but we are happy to explore what's possible for the role.

In a nutshell

At Virgin Atlantic, we’re just as passionate as we’ve always been about becoming the most loved travel company. It’s been an uncertain time for us, for everyone. There’s been ups and downs, some successes, and some sadness. One thing we know for sure – this period has shown that when we combine our brand with the power of amazing people, we make something truly magical.

Virgin Atlantic is still proudly flying, creating the same fabulous flight experience we’re famous for, and we’re busily laying the foundations for a profitable future. We know that the right people are key to creating success – so we’re looking for someone brilliant to join our team and help us achieve our vision. Perhaps that’s you? We’d love to find out.

As our Customer Relationship Management (CRM) Executive, you will be accountable for supporting the CRM Managers in defining the roadmap for below-the-line communications (for both B2C prospects and customers); developing campaigns to grow Customer Lifetime Value and the management of the end-to-end omni channel customer communications (planning, build, testing and deployment of direct communications.)
In addition, you will also play a key role in the delivery of the CRM Transformation plan – being involved in multiple projects across the 5 year business plan.

This role will work across the full customer journey (to both B2C prospects and customers) from driving conversion, through to the Pre-Departure journey. This will be across both the Virgin Atlantic and Virgin Atlantic Holidays brands.
To achieve this, you will work closely with multiple teams – for example, Marketing, Loyalty, Travel Product and Commercial, to ensure CRM campaigns are integrated effectively with the wider brand and Loyalty strategy.

Day to day

Marketing campaign management

  • Own management of the campaign laydown, working with stakeholders to prioritise deployments within our schedule
  • Accountable for project managing the end-to-end campaign process from brief to deployment.
  • Work in partnership with colleagues in the CRM team and broader business to ensure campaigns are delivered on time, within budget, approved by the necessary stakeholders and underpinned by comprehensive testing and subsequent analytics to ensure continuous improvement is achieved.
Cross-functional teamworking
  • Work in partnership with the broader CRM team, agencies and the internal Creative team to ensure innovation is at the core of every brief; continually testing and learning to raise the bar on outputs.
  • Lead cross-functional working groups for CRM Transformation projects, driving output via an agile framework in midst of competing demands
  • Daily interfacing with Senior Leadership Team member, Managers and Executives across Commercial, Marketing, Data Engineering & Loyalty; influencing all parties to align into the CRM Transformation on a project-by-project basis
CRM strategy
  • Support development of CRM marketing & pre-departure strategy, including channel mix & personalisation
  • Initiate new ideas and optimisations that drive key CRM engagement metrics using learnings from previous campaigns
  • Define and communicate clear project expectations and milestones

High-performance team culture
  • Contribute to the creation of a supportive team environment in which learning and continuous optimisation is at the core.
  • Initiate learning and job-shadowing across the broader CRM and Marketing teams; ensuring performance is optimised across the function.
  • Drive fame for the department internally

About you

Are you passionate about the Virgin brand? Thrive on making a difference on something you have researched? Like to keep ahead of the market? Then keep reading…

In addition to the above, we’re looking for our successful CRM Executive to demonstrate the following:



If the above sounds like you, we would love to hear from you!

Be yourself – Our differences make us stronger

Virgin Atlantic are committed equal opportunities employers and positively encourage applications from suitably qualified and eligible applicants regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy and maternity. Diversity brings strength which is why we strive to provide an inclusive environment where individuality is celebrated, and we can ignite the potential of our forward-thinking mix of people.

Please be aware as part of our recruitment process we may look to use a variety of resourcing tools to help us understand your skills and experience in relation to the role you have applied for. These may include application questions, video interviews or online testing. Please feel free to contact us at if there are any reasonable adjustments to our process that you would like us to consider, for example use of hearing loops, sign language interpreter etc. Please don’t hesitate to reach out if there are any issues preventing you from being at your best during your application or assessment process. Any issues raised after your assessment is completed or once a decision has been made will be too late for us to consider within our process.

You'll be assessed against our values for a selection of your interview process, learn more about them here: Our Values