Job description

Because the Guest 360 insight function reports to the CRCO, every initiative it runs has to be justified in revenue terms, and this PMO Manager makes sure that happens. Supporting the PMO Lead, you build the financial case for each initiative before approval, covering revenue uplift, churn reduction value, ancillary opportunity sizing and acquisition cost reduction. Each use case and experiment also gets a specific, falsifiable revenue hypothesis, agreed before the pilot and tested after. A commercial baseline anchors the work, tracking revenue per passenger by segment, ancillary attach rates, loyalty LTV distribution and direct channel share each quarter. Monthly, the CRCO receives a commercial scorecard covering churn by segment, loyalty tier migration and personalisation coverage. Personalisation ROI modelling and spend optimisation analysis show where CX investment earns the highest return by segment, route and touchpoint. Programme management and C-suite presentations, built from data gathered across departments, complete the role. Expect to bring 5 to 8 years in airline revenue management, loyalty commercial analytics, customer economics or commercial strategy, with advanced Excel and financial modelling, proficient SQL and Tableau or Power BI. An understanding of A/B test design and statistical significance is needed, and knowledge of load factor, yield and RASK is an advantage.