Virgin Galactic

Astronaut Onboarding Communications Manager

Company Virgin Galactic - UK
Category Business Development
UK-Middlesex-London
Req No.
2021-6590
Type
Regular Full-Time
Classification
Exempt
Location : Location
UK-Middlesex-London

Who we are

Virgin Galactic recognises that the answers to many of the challenges we face in sustaining life on our beautiful but fragile planet, lie in making better use of space. Sending people to space has not only expanded our understanding of science, but taught us amazing things about human ingenuity, physiology and psychology. From space, we are able to look with a new perspective both outward and back. From space, the borders that are fought over on Earth are arbitrary lines. From space, it is clear that there is much more that unites us than divides us.

 

Virgin Galactic is rapidly approaching the start of commercial spaceflight operations, scheduled for Q4 2022. As a company we have ambitious plans for our flight operations and fleet expansion, with the target of delivering 400 flights a year, per spaceport. We are laser-focused on our future growth, as well delivering our near-term objectives. The Astronaut Office plays a key role on both fronts, serving the unique, global community of customers we call Future Astronauts, all who have paid significant deposits up-front to travel to space with Virgin Galactic. It is responsible for engaging and informing those customers, engendering and building a strong sense of community, while maintaining excitement in the project. It is also responsible for ensuring customers are prepared for their flights before arriving at Spaceport America for training, and to optimise the experience after they fly too. In some ways, the team is responsible for managing the most exclusive club in the world!

 

Virgin Galactic is looking for a superstar Astronaut Onboarding Manager to support with the growth of our Future Astronaut community. Currently at around 700 strong, we are welcoming new customers with the target of the first 1,000 signed up by the start of commercial service. This role will be initially responsible for the onboarding processes to integrate new Future Astronauts seamlessly into the community, and then transition into a wider role focused on engaging the wider Future Astronaut community.

This is a rare and exciting opportunity to be part of a dynamic team at an important inflection point for the business. As a result, the role reports directly to the Head of the Astronaut Office. It is based in our London (Soho) HQ with potential international travel (Covid permitting) to destinations including Virgin Galactic’s primary US Locations (California & New Mexico).

Your Mission

The Virgin Galactic Astronaut Office is looking for an outstanding individual to be responsible for the onboarding of new Future Astronauts and to engage the wider Future Astronaut community. You must have exemplary organisational skills, excellent written skills, be a natural people person and a multi-tasker. A love of process and an eye for detail is critical, as is the desire to turn your hand to all projects big and small to maintain a progressive customer experience.

 

Tasks and Responsibilities

  • Manage the onboarding process for new Future Astronauts. This is a multi-month, multi-step journey to inform and engage new joiners, with an overall objective to successfully assimilate them into the Future Astronaut community.
  • Deliver a seamless experience, from first touchpoint as a new Future Astronaut and through their first few months in the community.
  • Spend significant time speaking with and emailing new Future Astronauts to support their onboarding journeys, with regular check-ins via different channels.
  • Build a communications strategy to educate new Future Astronauts on the project and the community.
  • Support in the writing and content management of key communications to the full Future Astronaut community through customer emails, an online customer content hub and other customer communications channels.
  • Design and deliver events specifically for the new Future Astronauts, to give an inside track to Virgin Galactic’s operations and a direct line to senior team members.
  • Foster the sense of community and connection, by introducing new and existing Future Astronauts in their local areas or in line with shared interests.
  • Arrange the delivery of physical assets to the Future Astronauts to welcome them onboard.
  • Work closely with the Astronaut Office to ensure each phase of information gathering and distribution is completed on the front end and back end.
  • Work closely with the CRM team to integrate the front end and back end of the onboarding journey, with an eye on continuously improving and streamlining to incorporate latest learnings.
  • As onboarding completes, transition into a wider Astronaut Office role to support the ongoing management and engagement of the Future Astronaut community. This involves:
    • Supporting the day-to-day communications with the Future Astronauts
    • Contributing to the multi-channel communications strategy to keep Future Astronauts informed and engaged on the project and community
    • Design and deliver events that target different interests and geographies within the community, with an objective of engaging as many Future Astronauts as possible
    • General support for the Astronaut Office across all elements of the team and stages of the customer journey

What you bring

  • Educated to degree level
  • Experience in at least two previous senior roles with exposure to senior management and customers
  • Exemplary written communication skills
  • Previous high net worth customer relations experience
  • Creative and resourceful in customer engagement management
  • Willing to work outside normal office hours (our customers come from more than 50 countries)
  • Excellent eye for detail and lover of logistics
  • Flexible with the ability to multitask and drive progress
  • Relish being the point of contact for numerous projects involving multiple stakeholders
  • Sociable with strong interpersonal and communication skills
  • Proactive intuitive and able to work under pressure with minimal supervision; strong organisational and time management skills
  • Experience of Salesforce and related CRM tools

Culture

Virgin Galactic and the wider Virgin family have a relaxed and informal culture that encourages individuality and innovation. You will work well under commercial pressure and thrive on being given challenges and responsibility. You will communicate clearly and be confident and persuasive. You will have a high level of integrity and understand the need of complete confidentiality. You will be motivated, enterprising and enthusiastic. We like to “check egos at the door”, and with the rest of the team, you’ll be a strong believer in the importance of humanity, humility and humour.

 

Virgin Galactic is an Equal Opportunity Employer; employment with Virgin Galactic is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, marital status, mental or physical disability or any other legally protected status. 

 

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