This role is accountable for delivering first class Flying Club reporting and commentary across multiple domains including P&L, acquisition/engagement, joint ventures and partnerships and Flying Club experience, supporting the Head of Flying Club in ensuring Flying Club is fulfilling its role as an engine for satisfaction, engagement, and revenue for Virgin Atlantic.
The Manager Flying Club Performance will own and deliver monthly reporting requirements at all levels from intra-team to board papers, closely liaising with Finance and the Business Intelligence and Analytics team. You’ll be responsible for anticipating the needs of our highest value guests and modelling new loyalty products and propositions, ensuring we always make the right call for our members.
Leading a small high performing team this role will maintain and improve processes, reporting, targets, and clear accountabilities to safeguard performance. Building trusted, senior relationships with Commercial and Virgin Red to effectively trade Flying Club and drive redemption revenue, whilst collaborating with CRM and touchpoint owners across the end-to-end journey.
Work with SM Loyalty Product and HO Loyalty to lead the planning process for delivering multi-year targets ensuring that roadmaps and forecasting are anticipating future requirements for Flying Club success.
Day to day
Deliver performance across Flying Club P&L, customer acquisition/engagement, and satisfaction in line with Flying Club and CRM team targets, ultimately fulfilling our goals and strategy. Work with rest of Flying Club and CRM team and whole range of stakeholders to ensure short/medium/long term actions in progress to meet and exceed targets.
Build the machine required to drive performance, leading the team by developing and empowering direct reports, defining and shaping reporting and performance drumbeat.
Single point of accountability for reporting, commentary, and P&L at all levels up to and including board papers – across revenue and cost lines, but also customer acquisition and engagement.
Drive multi-year performance strategy and planning including forecasting, target setting, and roadmaps for initiatives, flagging gaps and opportunities.
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
Degree-level qualification in an analytical or technical discipline coupled with demonstrable experience working as part of an insights delivery team
Working knowledge of SQL to build datasets for insights and use of visualisation tool(s) for automated reporting are essential, Power BI and Databricks SQL knowledge would be highly desired
Experience producing C suite presentations
Loyalty / FFP experience
Experience managing a team, overseeing multiple workstreams, timelines and stakeholder expectations
Agility to react to business challenges and the simple fact that things change all the time
Ability to communicate complex results and analysis in a way that is east for a variety of stakeholders to understand
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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, ( recruitment@fly.virgin.com) feeling confident that we’ve got your individual considerations covered.
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