Customer Success Manager

Virgin Atlantic; Crawley; Hybrid; GBP 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a Manager for Customer Success to lead the adoption of New Distribution Capabilities (NDC). This role is pivotal in transforming prospects into active users of the NDC product, ensuring a seamless onboarding process and continuous improvement. You'll collaborate with both internal teams and external partners, driving technical implementations and managing stakeholder relationships. If you thrive in a dynamic environment and are passionate about enhancing customer experiences in the travel sector, this opportunity is perfect for you. Join a forward-thinking company committed to innovation and excellence in customer service.

Qualifications

• Proven experience in the travel industry under a Distribution function.
• Excellent communication and analytical skills.

Responsibilities

• Drive NDC adoption through customer-facing technical implementations.
• Create a high-performing internal team to support customer implementations.
• Monitor performance tracking NDC targets and customer sentiment.

Skills

Stakeholder Management

Analytical Skills

Communication Skills

Attention to Detail

Problem Solving

Job description

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

At Virgin Atlantic Airways, we believe that everyone can take on the world, and it's our vision to become the most loved travel company. As we embark on this next exciting stage of our journey, we're harnessing our spirit of entrepreneurship and innovation to challenge the status quo.

In this exciting new role as Manager – Customer Success, you will focus on turning New Distribution Capabilities (NDC) prospects into users of the Virgin Atlantic NDC product. You will be accountable for driving NDC adoption, owning the NDC customer onboarding process, and ensuring continuous improvement where required, ensuring a smooth transition from onboarding to production.

Day to day

• Drive NDC Adoption – Partner / Customer facing: Lead technical implementations with agencies, aggregators, Global Distribution Systems (GDS), Online Booking Tools (OBTs), Corporates etc. Conduct technical workshops capturing customer feedback, walking customers through the Virgin NDC product and workflows. Create project plans for each new NDC prospect, ensuring each one tailors to customers/partners specific needs. Own relationships with OBTs and Aggregators, conducting quarterly business reviews (QBRs) where required, and potentially negotiating contracts with key vendors.
• Drive NDC Adoption – Internal / Suppliers: Create a high-performing cross-functional internal team to support customers through implementation, ensuring everyone is clear on the deliverables, timelines, and any nuances associated with that customer/partner. Support unblocking of impediments, defects, and backlog prioritisation to support customer needs. Chair regular standups and meetings through the implementation period for new customers. Share customer feedback with Product Owners to ensure the NDC product is industry-leading. Be a key point of contact for Sales functions in relation to all things NDC.
• Business processes and tools: Deliver best-in-class approaches for implementation. Establish business processes and tools to ensure consistent delivery of a highly efficient, well-thought-out implementation. Adopt a continuous improvement mindset to all aspects of the implementation process and tooling. Ensure all processes and documentation are easily accessible, easy to understand, and accepted by all those that need to use them. Use customer and stakeholder feedback to adapt and refine processes and tools.
• Performance monitoring: Responsible for performance tracking NDC targets and creating visibility around progress against implementation plans and customer sentiment through the implementation and afterwards.

About you

Do you have proven experience in the travel industry under a Distribution function? Do you have excellent communication and analytical skills? Then this could be the role for you!

Alongside the above, we're looking for the following:

• Understanding of IATA standards around NDC and other distribution initiatives.
• Deep technical knowledge of NDC and distribution technologies.
• Logical, structured, process-oriented thinker with high attention to detail.
• Proven stakeholder management, preferably of third-party suppliers.
• Proven ability to influence partners within challenging environments and where alignment is not pre-determined or where external factors may drive conflicting requirements or behaviours.
• Methodical, meticulous, organised approach to work and decision making.
• Proactive and collaborative both internally and externally to effectively manage stakeholders across all levels.
• Excellent communication skills with the ability to distil complex issues into easily understood and actionable recommendations.
• Experience in taking complex data and making it accessible to others in an easily digested format.

Does the above sound like you? Then we'd love to hear from you!

Our recipe for leadership

At Virgin Atlantic, our leaders empower teams to thrive through collaboration, innovation, and excellence. Explore our Leadership Recipe and discover the 20 core ingredients that define what it means to lead with us, driving our mission to be the most loved travel company and achieve sustainable profit. Want to learn more? Click here

Be yourself

Our customers come from all walks of life and so do our colleagues. That’s why we’re proud to be an equal opportunity employer and actively encourage applications from all backgrounds. At Virgin Atlantic, we believe everyone can take on the world - no matter your gender, gender identity, gender expression, ethnicity, sexual orientation, disabilities, religion, or beliefs. We celebrate difference and everything that makes our colleagues unique by upholding an inclusive environment in which we can all thrive. So that everyone at Virgin Atlantic can be themselves and know they belong.

To make your journey with us accessible and individual to you, we encourage you to let us know if you’d like a little extra help with your application, or if you have any individual requirements at any stage along your recruitment journey. We are here to support you, so please reach out to our team, ([e-mail]) feeling confident that we’ve got your individual considerations covered.