Customer Strategy Manager - Performance

This is a pivotal role in achieving our ambitious customer goals. You’ll build business-wide understanding of how our customers engage with Virgin Red, identifying opportunities to pursue and risks to manage. Working cross-functionally, you will help translate new ideas into business cases which reflect the impact on customer behaviour. With responsibility for setting, tracking, reporting and mobilising action against our customer KPIs, you’ll bring a brilliant blend of analytical, communication and action-focused skills to unlock smarter, more rewarding experiences for our members.

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

• Own and evolve customer performance KPIs, setting clear measures for success across the Virgin Red member base.
• Develop performance modelling and projections, pressure-testing assumptions and spotting risks and opportunities early.
• Develop a deep understanding of member behaviour to understand what’s really happening, what’s driving performance, and where action is needed.
• Translate data into compelling insight that teams can understand and act on, mobilising activity across Brand, Marketing, Commercial and Product.
• Lead business-wide performance reporting, ensuring customer insight is clearly embedded and understood across the organisation.
• Build, maintain and champion a customer learning log that captures insight, test-and-learn outcomes and performance trends.
• Connect Virgin Red data with external insight from Virgin companies and partners to enrich understanding and unlock new opportunities.

What you’ll need

• Experience in shaping an delivering business-wide reporting, translating insight into action.
• Strong data literacy, with confidence interpreting numbers and performance metrics (you don’t need to be a hands-on analyst).
• Experience using data to drive decision-making in customer marketing, strategy, or commercial roles.
• Excellent communication skills, with experience influencing stakeholders at all levels
• Curiosity, initiative and a proactive mindset – you naturally ask “what’s going on here?” and “what should we do next?”

The extra details

Role type: Contract (14 months)
Location: London hub (minimum of twice per week) & your home space
Salary: £74,000 - £91,000 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. Think 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, a generous pension with up to 10% employer contribution, life insurance, and the option to go electric through our EV scheme. From flexible volunteering to investing in your future, we’re not just offering a job – we’re inviting you to join a community that celebrates your whole self.
Closing date: 05 February 2026

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. 

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