PMO Manager - Guest 360

About the role

Etihad Airways is looking for a PMO Manager for its Guest 360 function, based in Abu Dhabi. The role acts as the commercial proof engine of the insight function: every journey initiative must have a rigorous financial case before it starts, every experiment a measurable revenue hypothesis, and every outcome linked to a documented commercial result. It supports the PMO Lead and works closely with the CRCO, whose language is revenue.

Key responsibilities

• Build the financial case for every journey initiative before approval: revenue uplift modelling, churn reduction value, ancillary opportunity sizing and acquisition cost reduction, with a business case authored by the Commercial Journey Analyst attached to each initiative sent to the CRCO.
• Support administrative work such as programme management and creating C-suite presentations, gathering data from cross-functional departments.
• Own the commercial baseline: revenue per passenger by segment and journey stage, ancillary attach rates, loyalty LTV distribution and direct channel share, updated quarterly and tracked against improvement targets.
• Co-author the revenue hypothesis for every use case and experiment, a falsifiable prediction of commercial impact agreed before the pilot and tested afterwards, and maintain the use case performance log.
• Model the revenue impact of personalisation scenarios, e.g. the effect of a 10% improvement in upgrade conversion.
• Produce and maintain the monthly commercial scorecard for the CRCO, covering revenue per passenger, ancillary attach rate, loyalty tier migration, churn rate by segment and personalisation coverage.
• Analyse spend optimisation: identify segments, routes and touchpoints with the highest commercial return on CX investment and recommend reallocating experience investment toward the highest-LTV moments.

Required profile

• Bachelor's or Master's degree in Finance, Economics, Business Analytics or a related field.
• 5-8 years in airline revenue management, loyalty commercial analytics, customer economics or commercial strategy, having built financial models that influenced major business decisions and being fluent in P&L thinking.
• Strong project and governance management experience working cross-functionally.

Required skills

• Advanced Excel and financial modelling; proficient SQL.
• Tableau or Power BI.
• Understanding of A/B test design and statistical significance.
• Knowledge of airline revenue metrics (load factor, yield, RASK) is an advantage.