Digital Communications Manager
SOS UK
UK (Remote)
£45K/yr - £49K/yrIn-housePart-timeMid level
1 day ago
Journey Communications Manager
Crawley, Surrey, UK (Hybrid)
Salary Not AvailableManagerPermanent
Posted 4 weeks ago
Top 1% of applicants do these two things.
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Job Summary
Own the end-to-end customer comms journey for Virgin Atlantic from post-booking to return home, turning insights into timely, personalised multichannel messaging and a clear roadmap that balances value with business priorities.
- Own end-to-end journey design across email, push, and in-app touchpoints to boost relevance and timeliness.
- Translate customer insight and operational needs into practical communication requirements and delivery plans with cross-functional partners.
- Build and maintain a communication roadmap and push for AI-enabled personalization and new trends to keep the program fresh.
Job Description
Responsibilities
- You\'ll own the development of Virgin Atlantic\'s end-to-end customer communication journey, helping create communications that are relevant, timely and personalised across every stage of travel.
- Define the target customer communication journey from post-booking through to return home.
- Shape communication strategies across email, push notifications, app messaging and other customer touchpoints.
- Identify opportunities to improve communication clarity, relevance and personalisation.
- Translate customer insight, operational needs and business priorities into communication requirements and delivery plans.
- Partner with Marketing, Digital Product, Commercial, Operations and Customer Experience teams to deliver communication improvements.
- Use customer feedback, behavioural data and performance metrics to continuously optimise the communication experience.
- Develop and maintain the communication roadmap, balancing customer value, business priorities and delivery dependencies.
- Stay ahead of emerging trends in customer communications, CRM, personalisation and AI-enabled experiences to bring fresh thinking into the business.
Requirements
- Experience in Customer Experience, CRM, Customer Communications, Journey Management, Service Design or a similar discipline.
- Experience designing or improving end-to-end customer communication journeys.
- Strong understanding of personalised communications across multiple digital channels.
- The ability to translate customer insight into practical communication strategies and improvements.
- Experience using customer feedback and performance data to drive continuous improvement.
- Excellent stakeholder management and influencing skills, with the ability to build alignment across multiple teams.
- Strong planning and organisational skills, balancing multiple priorities in a fast-paced environment.
- Outstanding communication and storytelling skills, with the ability to present ideas clearly and confidently.
- Experience within aviation, travel, hospitality, retail or another customer-focused industry would be advantageous but isn\'t essential.
Preferred
- Experience within aviation, travel, hospitality, retail or another customer-focused industry would be advantageous but isn\'t essential.
Virgin Atlantic
Virgin Atlantic first took to the skies in 1984 to shake things up, bringing a sparkle of red, a touch of wit and a passion for flying to the grey world of airlines. We fell in love with creating the best experience in the skies for our customers, and they fell in love with us right back.Since then we’ve become Britain’s second largest carrier, with non-stop transatlantic routes including New York, Orlando, the Caribbean, Delhi and Johannesburg. And thanks to our hugely successful joint venture with Delta, Air France and KLM, we can seamlessly connect our customers to over 350 cities across North America, Europe and the UK. Today, we want to empower everyone to take on the world. The customers we proudly fly and our people who go the extra mile. As we embark on a brand spanking new era of travel, it gives us more opportunities to do things differently and lead the way with fresh ideas. This means becoming more sustainable for our planet and our destinations, and working hard to make travel open to everyone, no matter who you are, who you love or where you go. And of course never, ever, forgetting the small stuff - like the clink of champagne glasses on a special occasion or a cheeky cream tea at 30,000 feet.
