Manager of Member Engagement

London, England, United Kingdom

6/5/2025

Are you a CRM pro, passionate about data-driven, insight-led communications? Are you a confident stakeholder manager, with the ability to effectively collaborate and bring bold ideas to life? We’re searching for a Manager of Member Engagement to play a pivotal role in driving member engagement and retention across both Virgin Atlantic Flying Club and Virgin Red. With a focus on the Virgin Atlantic Flying Club base, this role will lead the delivery of key elements of our CRM programme - ensuring members stay active, connected, and rewarded at every stage of their journey.

Our Virgin Family

Join the Virgin Group – a diverse collective driving change, enhancing customer experience, and having a blast. We're daring, disrupting industries from finance to space, united as part of the Virgin Family.

Virgin Red rewards customers who live the Virgin lifestyle. Earn Virgin Points across our vast partner network, unlocking everyday rewards and exclusive experiences. As the Virgin network hub, we foster deeper customer understanding, opening doors for partners. Bold, distinctive, customer-centric – that's Virgin Red.

We’re a huge brand, but not a huge team, which means we take a hands-on approach while thinking strategically. Everyone rolls up their sleeves to get things done, making it an exciting and collaborative place to work.

Tell me more

• Deliver CRM Campaigns: Plan, execute, and optimise multi-channel lifecycle campaigns that drive engagement, retention, and Virgin Points activity across key member segments.
• Support Strategic Planning: Partner with the Head of Engagement to shape and deliver the CRM strategy, ensuring it meets both commercial goals and member experience ambitions.
• Collaborate Cross-Functionally: Coordinate with Virgin Atlantic CRM and marketing teams, Virgin Red partnership team, and other stakeholders to deliver integrated, insight-led campaigns aligned with joint business priorities.
• Create Compelling Communications: Craft persuasive, relevant, and on-brand Flying Club communications that inspire action, deepen loyalty, and celebrate the Virgin spirit.
• Leverage Insights and Data: Analyse campaign and member data to uncover trends, develop actionable insights, and guide continuous improvement across CRM activities.
• Test and Optimise: Lead a structured test-and-learn roadmap, using results to refine messaging, creative, and targeting strategies for incremental performance gains.
• Champion Member-Centricity: Work with data, product, service, and insight teams to understand drivers of engagement, and tailor communications to meet evolving member needs and behaviours.
• Enable CRM Excellence: Stay across best practices in loyalty marketing, support automation and tooling improvements, and ensure CRM impact is effectively measured and communicated.
  
  

What You’ll Need

• Proven CRM Experience: Experience in customer marketing or CRM roles within consumer-facing environments, with a strong track record of delivering results.
• Data-Driven Mindset: Comfortable interpreting customer journeys and using data to shape, test, and optimise communications that enhance the end-to-end member experience.
• Project Management & Stakeholder Skills: Strong organisational and communication skills, with the ability to manage multiple projects and influence stakeholders across both Virgin Red and Virgin Atlantic.
• Analytical & Commercial Acumen: Confident analysing data and campaign performance, with an understanding of how marketing activity drives commercial outcomes.
• Tech-Savvy with CRM Platforms: Hands-on experience using Adobe Marketing Cloud or similar CRM platforms (e.g. Braze), with a good grasp of campaign setup, targeting, and optimisation.
• Action-Oriented: A natural bias towards taking initiative, experimenting, and learning — comfortable working at pace and adapting in a dynamic environment.
• Loyalty, Start-up, or Travel Experience (Desirable): Experience in loyalty programmes, high-growth/start-up, or travel settings is a plus, but not essential.
  
  

The extra details

Role type: Permanent

Location: This role is hybrid, with an expectation to be in the office approximately twice per week — this time can be flexibly split between our Virgin Red HQ in London and Virgin Atlantic HQ in Crawley.

Salary: £55,000 - £60,000 plus bonus - We're putting our salaries out there for everyone to see - no smoke and mirrors, just honest numbers. We'll offer a salary that matches your skills, always aiming for room to grow.

Working hours: Full time - We embrace flexible working. Let us know what hours empower you to be at your best both professionally and personally, we’ll try to find a perfect match for you and us.

Benefits: Buckle up for an adventure with Virgin! Our benefits package isn't just a list - it's your ticket to an extraordinary career and life. Imagine unlimited leave for your globe-trotting dreams, a "Screw it, let's do it pot" to enjoy being you, and a learning budget to fuel your curiosity. We've got your back with top-notch health care, family support that goes the extra mile, and a pension plan to keep your future bright. From electric vehicles to flexible volunteering, we're not just offering a job - we're inviting you to join a community that celebrates your whole self.

Closing date: 18 June 2025

Some of the attributes that define a Virgin person just can’t be quantified in words. We pride ourselves on welcoming people from all walks of life, with all sorts of skill sets. Most recently, we successfully campaigned to add ‘Dyslexic Thinking’ as a skill on LinkedIn. We truly value passion for Purpose and Sustainability, welcoming creative thinkers and innovators. Any uniqueness is a strength and will be considered an asset to our workforce. If there is something you would like us to consider, to tailor the hiring process to the way you work best, please don’t hesitate to let us know.

Ready to turn your career into the ultimate adventure? Virgin's got the map, the compass, and the crew. Your great adventure awaits!