Lead CRM

Job Description:

Location: Hybrid – 3 days per week at VHQ, Crawley

Hours: 37.5 per week, Monday to Friday

Contract: Permanent

Salary: Competitive

Closing Date: 10th August 2025

In a nutshell

✈️ Let Your Career Take Flight

At Virgin Atlantic, we believe in the power of people to redefine the possible. With an ambitious vision to become the most loved travel company, were rewriting the rules of aviation—championing innovation, defying convention, and fostering a people-first culture where individuality is celebrated.

Day to day

About the Role

As Lead CRM Experience, youll be central to delivering our personalisation vision. You’ll shape end-to-end, segment-led customer journey plans and strategic playbooks that drive lifetime value and elevate Net Promoter Scores.

Key to this role is developing cross-channel, full-funnel customer experiences that align with commercial or customer experience objectives—ensuring every touchpoint supports our broader personalisation ambition.

You’ll identify journey variations across customer segments, collaborating with stakeholders to deliver a phased roadmap. Through robust hypotheses and test-and-learn methodologies, you’ll evolve and enhance our CRM segment playbooks.

Youll also lead the development of scalable processes and ways of working aligned with a Target Operating Model—driving consistent collaboration, ownership, and delivery across digital and non-digital CRM activity.

About you

We’re looking for a strategic and commercially driven CRM leader with:

•A degree or equivalent experience, and a proven track record of delivering both commercial and customer experience results.

•Deep expertise in omni-channel journey planning, strategic roadmap development, and prioritisation frameworks.

•Strong data literacy and hands-on experience with CRM platforms, supported by a test-and-learn mindset essential for operational model success.

•Outstanding interpersonal skills—confident in influencing, collaborating, and fostering strong cross-functional relationships.

•Excellent written and verbal communication skills, including experience presenting to senior leadership.

•A high-performing mindset, comfortable working in a dynamic, fast-paced environment.

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 #: 2926

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