This pivotal role is dedicated to elevating our loyalty experience for our most valued High-Value Customers (HVC). You’ll be responsible for developing and delivering innovative loyalty and lifecycle products, with a particular focus on member tenure recognition, to drive customer satisfaction and revenue growth.
You’ll be responsible for designing and managing loyalty propositions for HVCs, ensuring they're seamlessly integrated across the Virgin Atlantic network. You’ll own the HVC portfolio, finding opportunities for improvement and driving initiatives that align with our strategic goals. With a focus on innovation, you’ll build a cohesive customer journey across digital and physical touchpoints, collaborating closely with Digital Product, Travel Product, CRM, Sales, VIP, Events and other teams to optimise engagement and growth. Additionally, you’ll implement VIP-specific products like Meet-and-Greet and high-level member events (along with managing the event budget) to enhance the loyalty experience.
Day to day
* Drive HVC revenue and member satisfaction by delivering personalised benefits and loyalty experiences.
* Support sales growth and ensure revenue targets are met by closely monitoring trends and taking action to stay on track.
* Develop and implement programmes that enhance the Elite member experience, continually raising member satisfaction scores.
* Optimize service delivery through close collaboration with Systems and Architecture teams to enhance VIP support tools and processes.
About you
Are you experienced in loyalty product management and have a strong track record of customer satisfaction and revenue achievement? Then this could be the role for you!
Alongside the above, we're looking for the following:
* Skilled communicator, able to build and maintain relationships with senior internal and external stakeholders.
* Known for your strategic vision, innovative approach, and commitment to delivering an exceptional experience for high-value members.
* Adept at navigating operational complexities to personalise and enhance the customer experience.
Ready to make an impact? Join us at Virgin Atlantic and help shape the future of loyalty for our most valued customers!
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