Role overview

The PMO Manager for Guest 360 serves as the commercial engine behind the insight function at Etihad Airways, ensuring every customer journey initiative is backed by rigorous financial analysis before launch. This role reports to the Chief Revenue and Commercial Officer and enforces revenue-focused discipline across all projects, from initial business cases through experiment validation and outcome tracking.

Key responsibilities

Develop and build the financial case for every journey initiative, including revenue uplift modelling, churn reduction analysis, ancillary opportunity sizing, and acquisition cost reduction calculations.
Support the PMO Lead with administrative programme management duties and assist in creating presentations for senior leadership, coordinating data collection across multiple departments.
Establish and maintain the commercial revenue baseline by segment and journey stage, tracking ancillary attach rates, loyalty lifetime value distribution, and direct channel share, with quarterly updates against improvement targets.
Co-author revenue hypotheses for use cases and experiments, documenting specific and testable predictions of commercial impact before pilots begin and validating results afterward.
Model the revenue impact of personalisation scenarios to quantify potential gains from improvements in areas such as upgrade conversion rates.
Produce and maintain a monthly commercial scorecard for executive leadership tracking revenue per passenger, ancillary attachment, loyalty tier movement, churn by segment, and personalisation coverage.
Analyze which customer segments, routes, and touchpoints deliver the strongest commercial return on customer experience investment, recommending reallocation strategies toward highest-lifetime-value moments.

Requirements

Hold a bachelor’s or master’s degree in finance, economics, business analytics, or a related discipline.
Bring five to eight years of professional experience in airline revenue management, loyalty commercial analytics, customer economics, or commercial strategy, with a demonstrated track record of building financial models that have influenced major business decisions.
Demonstrate advanced proficiency in Excel and financial modelling, proficient SQL skills, and experience with Tableau or Power BI visualization tools.
Possess solid understanding of A/B test design and statistical significance testing, with knowledge of airline revenue metrics such as load factor, yield, and RASK considered advantageous.
Show strong capabilities in project and governance management with proven ability to work effectively across functional teams.

What makes this role worth considering

Based in Abu Dhabi, this position places you at the strategic heart of Etihad Airways’ commercial transformation under the Journey 2030 initiative, which aims to double the fleet and expand the network significantly. You will work directly with the Chief Revenue and Commercial Officer, directly influencing how the airline allocates resources and measures success across its customer experience investments.

How to apply

Use the Apply button to view the official job posting and submit your application on Etihad Airways Careers: Latest Jobs and How to Apply's careers site.

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