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Customer Value Lead

Virgin Australia
Sydney, AUS
Full-time
Mid-Senior
Hybrid
Discovered 1 months ago
Customer lifetime valueQuantitative analysisCustomer analyticsCommercial data analysisStrategic problem-solvingHypothesis testing

Full Job Posting

Role overview

Virgin Australia is seeking a commercially minded Customer Value Lead to build its Lifetime Customer Value capability.

The role reports to the Head of Customer Value Proposition & Insights and works across data, strategy and execution.

The lead partners with technical model owners and stakeholders across customer, loyalty and commercial teams.

Responsibilities

  • Support the development and execution of the Lifetime Customer Value strategy and roadmap.
  • Embed Lifetime Customer Value in customer, loyalty and commercial decision-making.
  • Translate customer and commercial data into actionable insights with data, analytics and modelling teams.
  • Lead analyses to test hypotheses and inform strategic recommendations.
  • Develop executive-ready narratives from complex analytical findings.
  • Prioritise use cases by potential value, feasibility and speed to impact.
  • Design and implement customer value-led initiatives in personalisation, marketing, servicing, retention and offer strategy.
  • Establish test-and-learn approaches and measures of success.
  • Build cross-functional working groups and align business and technical stakeholders.
  • Track roadmap delivery and communicate progress, learnings and value to senior stakeholders.

Requirements

  • Three to five or more years of experience in strategy, management consulting, customer analytics, commercial strategy or a similar role.
  • A relevant tertiary qualification.
  • Experience using quantitative analysis and customer or commercial data to solve business problems and inform strategic decisions.
  • Ability to convert analysis into practical actions and measurable outcomes.
  • Structured problem-solving, strong communication, stakeholder management and influencing skills.
  • Experience managing complex projects or workstreams through implementation in ambiguous environments.
  • Experience in customer lifetime value, segmentation, personalisation, loyalty, CRM or working with data science and advanced analytics teams.

Workplace

  • The role offers a flexible hybrid work style, with the ability to work from home or the office.

Benefits

  • Benefits include discounted flights and travel credits, travel and retail discounts, wellbeing support and an Employee Assistance Program.
  • The company describes a flexible hybrid work style and a dress-for-your-day approach.

About Virgin Australia

Virgin Australia describes itself as an airline focused on guest choice, safety, service and an inclusive workplace.

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