CRM Lifecycle Executive, IAG Loyalty
Salary not provided
Salesforce
Junior and Mid level
London
2-5 days a week in office
To create the world’s most rewarding experiences through our loyalty programmes and holidays.
Job no longer available
To create the world’s most rewarding experiences through our loyalty programmes and holidays.
1001+ employees
B2CB2BTravel
Job no longer available
Salary not provided
Salesforce
Junior and Mid level
London
2-5 days a week in office
1001+ employees
B2CB2BTravel
Company mission
To create the world’s most rewarding experiences for our customers through loyalty programmes, new products and holidays
Role
Who you are
- Some experience in CRM Marketing, either in a dedicated role, or as part of a generalist marketing role
- A foundational understanding of email marketing best practice principles, with the motivation and desire to build upon existing knowledge and strengthen your CRM skills
- A passion for delivering the very best lifecycle marketing, forthcoming in ideas and initiatives that help to contribute to collective team success
- Excellent written and spoken communication, whether it be through writing clear and detailed briefs, or presenting activity or playing back results
- An excellent team player with a proactive, organised approach to scoping, planning and delivering whilst maintaining a strong sense of ownership and pride in your work
- Willingness to be flexible when changing priorities arise, and the ability to pivot to plan B when faced with blockers or challenges
- The ability to effectively collaborate-with and manage multiple stakeholders across marketing, commercial, data and other business areas
- Good proficiency in analysing data and results to identify opportunities for testing and optimisation
- A desire to learn and improve, regularly seeking feedback from stakeholders you work with, proactively exploring opportunities to professionally develop in response
- Familiarity with major CRM platforms such as Salesforce Marketing Cloud is a plus
- The ability to take part in occasional Duty Travel trips to collaborate with British Airways and Aer Lingus colleagues at their bases at London Heathrow and Dublin airport
- Be the ultimate cheerleader for your activity and team, having the confidence to share plans and celebrate performance across stakeholder groups
What the job involves
- You’ve had your first taste of CRM — maybe building campaigns, managing emails, or supporting customer journeys — and now you’re ready for bigger audiences, smarter personalisation and real ownership
- We power Avios, one of the world’s leading travel rewards currencies, helping millions of members collect and spend points across flights, shopping and everyday experiences
- Loyalty sits at the heart of how we build lasting relationships with customers — using data, CRM and personalised marketing to create meaningful moments that keep members engaged, rewarded and coming back
- Our Loyalty Lifecycle team, within the wider marketing function, is responsible for delivering tailored, targeted communications across the entire member lifecycle with us
- From welcoming new members to re-engaging travellers we’ve not seen for a while, we create intuitive, personalised campaigns that deliver value to customers while driving growth for our airline partners
- We’re looking for a CRM Lifecycle Executive with some CRM or lifecycle marketing experience to help deliver always-on communications for the AerClub and British Airways Club loyalty programmes
- You’ll support the planning, creation and execution of targeted customer campaigns — learning how large-scale lifecycle marketing works in a high-performing, collaborative team
- This is an opportunity to build on your existing CRM foundations while gaining hands-on experience in sophisticated targeting, segmentation and personalisation
- You’ll have real ownership of deliverables, work directly with international partners, and learn from experienced CRM, data and marketing specialists in a business that values growth, curiosity and collaboration
- This role is based out of our London office
- We call our approach to hybrid working The Blend — it’s about giving you the flexibility to choose where you do your best work, while staying connected with your team and the wider business
- This means you will be required to spend at least two days per week in the office, with the rest of the time working from home
- You may also be required to work from one of our other office or partner locations, based on your role and 'to do' list
- Working closely with your Lifecycle Manager you will have the opportunity to:
- Fully own and plan content for comms supporting AerClub loyalty members throughout all stages of their lifecycle, ensuring they deliver the right message, to the right audience, at the right time
- Manage the end-to-end delivery of new and existing always-on communications, from initial landscaping and agency briefing through to content review, proofing, approvals, and final deployment
- Brief the airlines on the data and content requirements needed to deliver targeted communications
- Ensure measurable targets are in place for your programmes that align to the Marketing Transformation strategy and overarching business objectives
- Be responsible for ensuring all activity aligns to brand, airline and partner guidelines where relevant
- Be working as part of a fast-paced, high performing team but with defined ownerships and accountabilities, across both British Airways and Aer Lingus deliverables
- Effectively manage internal stakeholders, partners and; where relevant, external agencies to ensure campaigns are managed on brief, on time and on budget
- Embrace self-serve reporting tools to understand current programme performance against set objectives, and show curiosity into how to optimize further, working closely with Marketing Data teams to plan and implement test and learn initiatives
Salary benchmarks
Our take
Customer rewards programmes are an effective way for businesses to foster customer loyalty. However, in order to have the best effect, these programmes must be well-managed, easy-to-use and offer real value to consumers. IAG Loyalty exists to help its clients deliver exactly that.
Founded as Airmiles in 1988, IAG Loyalty boasts over 30 years of experience in the loyalty space. Alongside designing customer loyalty programmes, it also offers management tools, tech solutions and data services to help businesses turn loyalty into growth.
An established presence in the sector, IAG Loyalty manages the British Airways Executive Club, Iberia Plus, Vueling Club, and the Aer Lingus AerClub. It continues to expand its partnerships, enabling consumers to spend their loyalty currency (Avios) at a wider range of establishments.
Steph
Company Specialist at Welcome to the Jungle
Company
Company benefits
- Unlimited standby and premium standby fares for you and your nominees on the BA network and partner airlines from day one! Plus discounts on BA flights and holidays from day one mean you're going to be very popular!
- From us to you as a new joiner, on your birthday, and when saying “Thank you” isn’t enough, you'll receive 500 points to your points pot. There's a holiday in those little thank yous!
- On joining IAG Loyalty, you become eligible for personal staff travel benefits with British Airways and other oneworld airlines.
- Annual leave starts at 26 days’ with the option to buy or sell 5 more and 2 paid days for charity work
- Our people can enjoy up to 20 days working in Europe a year! A great way to spark your passion for travel
- Private health and dental care: All the cover you need to keep yourself healthy and well.
- Bonus: Depending on company and individual performance, there’s a non-contractual bonus every year
- Our unique learning offer, 'Develop You', helps you take your career, and IAGL, to new heights!
Company values
- We bring passion to our work
- We have the courage to reimagine
- We focus on agility
- We excel in delivery
- We keep learning and stay curious
- We take belonging seriously
Company HQ
Victoria, London
Articles
Leadership
Adam Daniels
(CEO)Joined the company in 2018 as CCO, becoming CEO in 2020. Previously spent 26 years at British Airways in positions such as Head of UK Leisure Sales, Head of Global Revenue and ultimately CCO.
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