Customer Success Manager

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View more categories View less categories Sector Customer Services Role Manager Contract Type Permanent Hours Full Time

Job Details

Hours: 37.5 hrs per week Monday to Friday

Contract: Permanent

Location: Hybrid remote working with 3 days a week in our VHQ, Crawley

Closing Date: Sunday, 25th May 2025

In a nutshell

Virgin Atlantic Airways aims to become the most loved travel company by harnessing entrepreneurship and innovation. As Manager - Customer Success, you will focus on converting NDC prospects into users of Virgin Atlantic's NDC product, driving adoption, onboarding, and continuous improvement to ensure a smooth transition from onboarding to production.

Day to day

• Drive NDC Adoption - Partner / Customer facing: Lead technical implementations, conduct workshops, create project plans, manage relationships with OBTs and Aggregators, and negotiate contracts.
• Drive NDC Adoption - Internal / Suppliers: Build a high-performing team, support implementation, unblock impediments, chair meetings, and relay customer feedback to Product Owners.
• Business processes and tools: Establish and improve implementation processes and tools, ensuring accessibility and continuous refinement based on feedback.
• Performance monitoring: Track NDC targets and provide visibility on progress and customer sentiment.

About you

Proven experience in the travel industry's Distribution function, excellent communication and analytical skills, understanding of IATA standards, technical knowledge of NDC, stakeholder management skills, and the ability to influence and communicate complex data effectively.

Our leadership and culture

Virgin Atlantic values collaboration, innovation, and excellence. We promote an inclusive environment supporting diversity and individual needs, encouraging applicants from all backgrounds. We support accessibility and individual requirements during the application process.

Company background

Founded by Richard Branson in 1984, Virgin Atlantic has grown into a global airline committed to being a family-centric, innovative, and inclusive employer. Our ways of working emphasize trust, performance, and diversity, aiming to make us the most loved travel company while supporting our people and communities.