PMO Manager - Guest 360
Etihad Airways · Abu Dhabi, UAE
The PMO Manager G360 will be the commercial proof engine of the insight function — ensuring every journey initiative has a rigorous financial case attached to it before it starts, every experiment has a measurable revenue hypothesis, and every outcome is connected to a documented commercial result. This role exists because the function reports to the CRCO: the language of this team must be revenue, and this role is the mechanism that enforces that discipline across everything the function does.
Accountabilities
This person will be responsible for supporting the PMO Lead as needed on the following:
- Commercial case development: Build the financial case for every journey initiative before it is approved — revenue uplift modelling, churn reduction value, ancillary opportunity sizing, acquisition cost reduction. Every initiative that goes to the CRCO has a Commercial Journey Analyst-authored business case attached.
- Support with administrative tasks including programme management and creation of C-suite presentations, requiring gathering data from cross functional departments.
- Revenue baseline and tracking: Own the commercial baseline — current revenue per passenger by segment and journey stage, ancillary attach rates, loyalty LTV distribution, direct channel share. Update quarterly and track against improvement targets.
- Use case hypothesis writing: Co-author the revenue hypothesis for every use case and experiment — a specific, falsifiable prediction of commercial impact agreed before the pilot runs and tested after. Maintain the use case performance log.
- Personalisation ROI modelling: Model the revenue impact of personalisation scenarios — what would a 10% improvement in upgrade conversion generate?
- CRCO commercial scorecard: Produce and maintain the monthly commercial scorecard for the CRCO — revenue per passenger, ancillary attach rate, loyalty tier migration, churn rate by segment, and personalisation coverage.
- Spend optimisation analysis: Identify which segments, routes, and touchpoints deliver the highest commercial return on CX investment. Provide data-driven recommendations for reallocation of experience investment toward highest-LTV moments.
• Bachelor's or Master's in Finance, Economics, Business Analytics, or related field.
• 5–8 years in airline revenue management, loyalty commercial analytics, customer economics, or commercial strategy. Has built financial models that influenced major business decisions. Fluent in P&L thinking.
• Excel and financial modelling (advanced). SQL (proficient). Tableau or Power BI. Understanding of A/B test design and statistical significance. Airline revenue metrics (load factor, yield, RASK) an advantage.
• Strong project and governance management experience, working cross-functionally
Job posting close date: 5th November 2026
Etihad Airways is more than the UAE’s national airline - we’re shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our “Journey 2030” ambition to double our fleet, expand our network and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight.
To learn more visit www.etihad.com
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