✈️ British Airways Holidays
Come and be part of our next adventure
📍 Hybrid – Crawley (2 days per week)
At British Airways Holidays, we don’t just sell holidays — we create memories. From handpicked hotels to curated car hire and unforgettable experiences, we help customers make the most of their time away.
And it all starts with our people.
This is your chance to be part of it.
🌍 A Little About Us
We’re a thriving business, passionate about travel and part of IAG Loyalty, the people behind the global loyalty currency, Avios. 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 holidays, loyalty programmes and new products.
💻 About the role
As Content Lead you will define and execute an ambitious, commercially‑orientated content strategy that positions our business as a market‑leading travel selling platform. This is a senior, change‑driving role: you will identify meaty challenges, build cross‑functional buy‑in, and implement scalable systems that improve customer experience, increase conversion, and drive efficient growth. You’ll champion measured experimentation, content efficacy, and the smart adoption of emerging technologies (including AI) to improve quality, speed, and ROI.
🚀 What You’ll Be Doing
Set and lead the end‑to‑end content strategy across all digital touchpoints (web, app, CRM, merchandising), aligned to brand, customer needs, SEO, accessibility, and commercial priorities.
Proactively surface opportunities and problem statements (e.g., gaps in journeys, underperforming categories, high‑impact UX/content friction) and lead cross‑functional stakeholders to align on solutions and outcomes.
Drive cross‑departmental adoption of content standards and ways of working—partnering with Product, UX/UI, Engineering, SEO, Trading, Brand/Marketing, Legal and Customer Ops to turn great guidelines into organisation‑wide practice.
Own content operations at scale: governance, workflows, templating, structured content models, metadata, and reusable components within the CMS and supporting tools to increase speed, quality, and consistency.
Lead and mentor a high‑performing content team (content managers, copywriters, imagery specialists, content ops), building a culture of excellence, measurable impact, and continuous improvement.
Operational efficiency and scalability: streamline tooling and processes; reduce rework; implement content lifecycle management, pruning/culling low‑value content and doubling down on proven winners.
Measurement & optimisation: define success metrics and content scorecards; run test‑and‑learn programmes; tie content initiatives to commercial outcomes (traffic quality, engagement, CVR, AOV, LTV, supply attach, cost‑to‑serve).
AI & emerging tech: evaluate, pilot and operationalise safe, compliant use of AI (e.g., assisted authoring, translation, tagging, taxonomy maintenance, image selection), with clear guardrails and measurable gains in quality, speed and cost.
Search & discovery resilience: respond to shifts in organic discovery (incl. AI‑overviews/LLM impacts) by diversifying acquisition and improving on‑site discovery, personalisation, and CRM effectiveness.
Imagery & rich media leadership: oversee curation, rights management, accessibility, performance optimisation, and usage governance across digital channels.
Quality & accessibility: uphold tone of voice, editorial standards and accessibility requirements (WCAG), ensuring high‑quality, inclusive experiences.
Budget/vendor stewardship (as applicable): evaluate and manage agencies, freelancers, and technology partners to maximise ROI.
⭐ What You’ll Bring
Proven leadership of content strategy and operations in digital/e‑commerce (travel experience highly advantageous), with a track record of driving cross‑functional change and delivering measurable commercial impact.
Strategic content expertise: portfolio shows customer‑centric storytelling tied to business outcomes (e.g., conversion, revenue, CAC/LTV, market expansion).
Content operations & CMS depth: hands‑on experience with structured content, component models, metadata/taxonomy, governance, workflows and at‑scale publishing.
Influencing & stakeholder management: ability to identify the real organisational barriers and build buy‑in across Product, UX, Engineering, Trading, Brand/Marketing and senior leadership.
Data‑led and experimental: sets clear KPIs/OKRs, runs experiments, and makes decisions grounded in evidence; comfortable culling non‑performers and scaling winners.
AI & emerging tech: demonstrable, measured experience applying AI or modern tooling to content workflows (e.g., assisted authoring, tagging, localisation, QA) with defined guardrails and documented quality/efficiency improvements.
Rich media leadership: imagery and asset governance, licensing/rights management, performance optimisation and accessibility.
Excellent communicator and coach: develops teams, creates clarity, and elevates standards; thrives in fast‑paced, high‑growth environments.
Innovative mindset with transformational ambition, comfortable challenging the status quo and exploring new revenue or engagement opportunities.
💙 Why You’ll Love It
🛠️ You’re excited to build from the ground up You’ll shape new products, processes and ways of working from scratch — all within a household recognised brand reinventing itself for the future.
🤝 You thrive in small, high performing teams Join a team that genuinely supports each other’s success, where collaboration is real and everyone’s contribution matters.
⚡ You love fast pace and continuous learning We value progress over perfection. If you enjoy seeing ideas turn into action quickly, you’ll feel right at home.
🎯 You love taking ownership end to end This is a true builder’s role. From ideation to delivery and review, you’ll own your space — and see the impact of your work.
🎁 What We Can Offer You
Our office is in central Crawley with hybrid working (UK only). Most colleagues work onsite twice a week, with flexibility depending on meetings and collaboration needs. We typically support new colleagues with more frequent office time for the first few weeks.
🌟 Why You’ll Love It Here
26 days holiday (rising to 30 with service) + bank holidays — option to buy/sell 5
Unlimited standby & premium standby fares for you and your nominees from day one
Holiday & flight discounts for you, friends & family from day one
Flexible working hours
Annual bonus
Pension (6% employer / 3% employee)
Private medical & dental with BUPA
Enhanced Primary & CoParent Leave
Work up to 20 days per year in Europe
Cycle to Work scheme
Electric/ULEV car scheme
Ability to purchase Avios through salary at a discounted rate
Wellbeing and recognition programmes
🌟 What Makes Us Special? You do.
Our people bring the energy, warmth and ideas that make British Airways Holidays extraordinary. As we grow, you’ll have real opportunities to grow too — developing your skills and advancing your career.
Join a team that’s passionate about travel, serious about quality, and full of people who love what they do.
🌈 Diversity, Equality & Inclusion
We’re committed to creating a workplace where everyone feels valued, respected and able to thrive — professionally and personally.
We aim to be:
Inclusive – everyone feels they belong
Equitable & fair – recognising and supporting individual needs
Diverse – representing the communities we serve
📌 Please note: We may close this vacancy early if we receive a high volume of applications or if business priorities change.
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.
Top Skills
IAG Loyalty London, England Office
123 Buckingham Palace Road, London, United Kingdom, SW1W 9SH
