Virgin Galactic

Astronaut Support Executive (Salesforce Admin)

Company Virgin Galactic - UK
Category Business Development
UK-Middlesex-London
Req No.
2021-6591
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 Salesforce Admin 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 support with the both the sales effort and the onboarding process to integrate new Future Astronauts seamlessly into the 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 our Chief Customer Officer. 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 Customer team is looking for an outstanding individual to support with the delivery of key digital projects for Sales and the Astronaut Office. You must be a qualified Salesforce Admin, with an excellent grasp of CRM and a thirst to learn more. A love of process and an eye for detail is critical, as is the desire to turn your hand to all things digital to maintain a progressive customer experience.

 

Tasks and Responsibilities

  • Support with the next tranche of seat reservations, delivering a seamless experience for the customer from first touchpoint as a prospect through to onboarding as a Future Astronaut.
  • Work closely with CRM team to build journeys and processes, with an eye on continuously improving and streamlining to incorporate latest learnings.
  • Support the Astronaut Office with the onboarding of new Future Astronauts, to ensure that each stage of information gathering and distribution is completed on the front end and back end.
  • Support the Astronaut Office with their wider Salesforce and digital needs.
  • Support with the development and delivery of the reimagined Future Astronaut App, to deliver a more sophisticated digital offering to the community across all stages of the customer journey.
  • Help deliver the communications strategy to Future Astronauts, by utilising the capabilities of Marketing Cloud and related tools.
  • Build out communications in Marketing Cloud to a strict design guideline in a timely manner.
  • Take on front line conversations with prospects or Future Astronauts as appropriate, on either the phone or over email.
  • Continuously review data and execute data cleansing where required.
  • Create presentations for senior stakeholders that includes data analytics.
  • Build out and evolve documents so that all processes are mapped and documented.

What you bring

  • Qualified Salesforce Admin
  • Experience with a mass mailing tool, Marketing Cloud preferably but not essential
  • Experience with other related CRM tools
  • Microsoft Excel – advanced
  • Powerpoint – intermediate/advanced
  • Word – intermediate/advanced
  • Vision and desire to help expand existing Salesforce capabilities
  • Able to work on your own or as a part of a team
  • Comfortable to converse on phone and email with prospects and Future Astronauts in the appropriate tone of voice. Previous high net worth customer relations experience preferable
  • Passion for space travel and eagerness to learn about the project in detail
  • Proactive problem solver – no task too small, no problem too big
  • Ability to work under pressure with a smile on your face
  • Able to learn quickly and grasp the project and operational details
  • Ability to multitask

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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