Marketing Operations Executive - 6-month fixed term contract

Virgin Red
12 Oct 2018
11 Nov 2018
Contract Type
Full Time

Virgin is one of the most exciting brands in the world, with a reputation for excellence and a unique culture across its diverse range of businesses.

This unique brand is built by breaking into markets to offer consumers a better deal, a better service, or a fresh, innovative way of doing things. This has been Richard Branson’s vision for the brand since the early 1970s.
The Virgin Group focuses on the following core consumer sectors of :
• Financial Services
• Health and Wellness
• Music & Entertainment
• Travel and Leisure

In these markets, Virgin is able to break in and shake things up. Virgin companies are positioned in every market they operate in to be the consumer’s champion, which is achieved by delivering to its brand values of:
• Insatiable curiosity
• Heartfelt Service
• Red hot
• Delightfully surprising
• Smart disruption
• Straight up

The Virgin Group is a family of businesses with a shared brand. The companies are run independently and often have different shareholders and boards. As Virgin grows around the globe, the Group needs to ensure that the new businesses created, operate from the start with a strong emphasis on Brand, People and responsible business practices.


Role title: Marketing Operations Executive
Location: London
Reports to: Marketing Operations Manager
Direct reports: None
Role summary: The successful candidate will be responsible for managing our external Customer Support agency, and helping with day to day operations.

Key Responsibilities:

Virgin Red commercially launched as a new Virgin Business in the UK in July 2016. In brief, Virgin Red is a customer loyalty and rewards app that gives Virgin customers access to offers and opportunities from Virgin and a select group of 3rd parties. This job gives the successful candidate the chance to provide and evolve the heartfelt service that Virgin is known for.

You will be responsible for:
Customer Support (40%)
•Resolving support issues/questions that have been escalated via our external Support agency (ICUC) across emails and social media channels (Twitter, Facebook, Instagram).
•Raising issues of concern to the wider Virgin Red team and helping to implement improvements to the service and processes.
•Creating training documents for support processes and key information.
•Delivering monthly reports on customer support KPIs and issues.
•Working closely with the Product Team to raise any product issues i.e. bugs and prioritise fixes.
•Working closely with Partner Managers to raise any issues with partners or offers, and helping to reach a resolution.

Operations Support (40%)
•Supporting the management of the content schedule.
•Uploading content on to the CMS on a weekly basis.
•Where relevant, making recommendations and implementing improvements to operations and processes.
•Creating handover documents with partners to outline content due to feature on Virgin Red.
•QA and testing content prior to schedule to ensure all content is factually accurate and working as required.

Commercial Support (20%)
•Supporting the Commercial Team in the ownership of all prizing elements. Including the sourcing of prizes, liaising with partners and competition winners and organising fulfilment.
•Maintaining the image library and working with partners to refresh images and copy for enduring offers.

• Graduate level, with at least a year of experience in a Customer Support role.
• Experience in handling difficult customer situations.
• Experienced with MS Excel, PowerPoint, Word.
• Strong communication skills and writing ability.

Skills and Qualifications:
• Enthusiastic and highly organised.
• Strong problem-solving mentality and ability to deliver solutions.
• Customer first attitude, adaptable and willing to learn.
• Ability to handle complaints and tough customer conversations.
• Confident in communicating with a range of stakeholders.
• Excellent attention to detail.

*This role profile is not exhaustive; it will be subject to periodic review and may be amended to meet the changing needs of the business.*

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