CRM Lifecycle Executive

Who we are 🩵

We’re the people behind global loyalty currency, Avios, and home to two ambitious, growing businesses across Loyalty and Holidays. Each business has its own goals, strategy and team, but collectively we share a purpose to create the world’s most rewarding experiences for our customers through loyalty programmes, new products and holidays.

We’re on a truly exciting journey of growth and transformation – we’re going places! This is where you come in.

The opportunity ✨

✈️ Take the Next Step in Your CRM Career — Build Your Expertise at the Heart of Global Travel Loyalty

You’ve had your first taste of CRM — maybe building campaigns, managing emails, or supporting customer journeys — and now you’re ready for bigger audiences, smarter personalisation and real ownership.

We power Avios, one of the world’s leading travel rewards currencies, helping millions of members collect and spend points across flights, shopping and everyday experiences. Loyalty sits at the heart of how we build lasting relationships with customers — using data, CRM and personalised marketing to create meaningful moments that keep members engaged, rewarded and coming back.

Our Loyalty Lifecycle team, within the wider marketing function, is responsible for delivering tailored, targeted communications across the entire member lifecycle with us. From welcoming new members to re-engaging travellers we’ve not seen for a while, we create intuitive, personalised campaigns that deliver value to customers while driving growth for our airline partners.

We’re looking for a CRM Lifecycle Executive with some CRM or lifecycle marketing experience to help deliver always-on communications for the AerClub and British Airways Club loyalty programmes. You’ll support the planning, creation and execution of targeted customer campaigns — learning how large-scale lifecycle marketing works in a high-performing, collaborative team.

This is an opportunity to build on your existing CRM foundations while gaining hands-on experience in sophisticated targeting, segmentation and personalisation. You’ll have real ownership of deliverables, work directly with international partners, and learn from experienced CRM, data and marketing specialists in a business that values growth, curiosity and collaboration.

This role is based out of our London office. We call our approach to hybrid working The Blend — it’s about giving you the flexibility to choose where you do your best work, while staying connected with your team and the wider business. This means you will be required to spend at least two days per week in the office, with the rest of the time working from home. You may also be required to work from one of our other office or partner locations, based on your role and 'to do' list.

What you’ll get up to 🌠

Working closely with your Lifecycle Manager you will have the opportunity to:

• Fully own and plan content for comms supporting AerClub loyalty members throughout all stages of their lifecycle, ensuring they deliver the right message, to the right audience, at the right time.

• Manage the end-to-end delivery of new and existing always-on communications, from initial landscaping and agency briefing through to content review, proofing, approvals, and final deployment.

• Brief the airlines on the data and content requirements needed to deliver targeted communications.

• Ensure measurable targets are in place for your programmes that align to the Marketing Transformation strategy and overarching business objectives.

• Be responsible for ensuring all activity aligns to brand, airline and partner guidelines where relevant.

• Be working as part of a fast-paced, high performing team but with defined ownerships and accountabilities, across both British Airways and Aer Lingus deliverables.

• Effectively manage internal stakeholders, partners and; where relevant, external agencies to ensure campaigns are managed on brief, on time and on budget.

• Embrace self-serve reporting tools to understand current programme performance against set objectives, and show curiosity into how to optimize further, working closely with Marketing Data teams to plan and implement test and learn initiatives.

What we need from you 💡

• Some experience in CRM Marketing, either in a dedicated role, or as part of a generalist marketing role.

• A foundational understanding of email marketing best practice principles, with the motivation and desire to build upon existing knowledge and strengthen your CRM skills.

• A passion for delivering the very best lifecycle marketing, forthcoming in ideas and initiatives that help to contribute to collective team success.

• Excellent written and spoken communication, whether it be through writing clear and detailed briefs, or presenting activity or playing back results.

• An excellent team player with a proactive, organised approach to scoping, planning and delivering whilst maintaining a strong sense of ownership and pride in your work.

• Willingness to be flexible when changing priorities arise, and the ability to pivot to plan B when faced with blockers or challenges.

• The ability to effectively collaborate-with and manage multiple stakeholders across marketing, commercial, data and other business areas.

• Good proficiency in analysing data and results to identify opportunities for testing and optimisation.

• A desire to learn and improve, regularly seeking feedback from stakeholders you work with, proactively exploring opportunities to professionally develop in response.

• Familiarity with major CRM platforms such as Salesforce Marketing Cloud is a plus.

• The ability to take part in occasional Duty Travel trips to collaborate with British Airways and Aer Lingus colleagues at their bases at London Heathrow and Dublin airport.

• Be the ultimate cheerleader for your activity and team, having the confidence to share plans and celebrate performance across stakeholder groups

We might not be right for you if:

• You only want to focus on your to-do list; we’re a small, high-performing team, we help each other to succeed.

• You value perfection over fast iteration and progress; IAG Loyalty moves fast, we learn and iterate as we go; our environment isn’t right for everyone.

• You’re looking to create but not build; this is an end-to-end role, you need to be comfortable owning your space, from ideation through to delivery and review.

Equity, Diversity and Inclusion at IAG Loyalty

Our vision, 'to create the world's most rewarding experiences,' applies not only to our customers but for our colleagues too. It's about taking belonging seriously, actively fostering a culture where everyone feels welcomed and valued by embracing diverse identities, personal histories, and perspectives.

This commitment makes IAG Loyalty a rewarding place to work and enhances our ability to solve complex problems, drive innovation, and better serve our customers and communities.

Please let us know if we can make any reasonable adjustments to support your interview process with us.