Programme Performance Manager (Airline Loyalty Program)

Synopsis

The Programme Performance Manager is responsible for defining and monitoring the performance metrics of the airline loyalty program. The role ensures that Key Performance Indicators (KPIs) are aligned with organizational goals and supports internal stakeholders with actionable insights. This position collaborates with other teams to translate data-driven trends into strategies that enhance program effectiveness and align with broader airline commercial objectives

Accountabilities

Performance Management: Define and maintain a comprehensive framework of KPIs and performance targets for the loyalty program. Regularly monitor program performance and highlight key trends and areas for improvement to stakeholders. Conduct performance reviews and prepare executive-level presentations on program health and achievements.

Stakeholder Collaboration: Work closely with internal stakeholders, including Marketing, Partnerships, Operations, and Commercial teams, to align loyalty program strategies with business objectives. Present actionable insights and recommendations based on data trends to support decision-making.

Analytics Leadership: Collaborate with analytics teams to define requirements for reports, dashboards, and complex data extracts. Ensure timely delivery of analytics outputs tailored to stakeholder needs, emphasizing accuracy and relevance. Translate business needs into technical requirements for analytics and visualization projects.

Commercial and Financial Understanding: Leverage insights from airline commercial data, including sales, revenue management, and financial metrics, to inform loyalty program strategy. Identify opportunities to align loyalty program performance with broader revenue and financial goals.

Industry Best Practices: Stay updated with industry trends and innovations in airline loyalty programs and data analytics. Propose enhancements to the loyalty program based on competitive benchmarking and best practices.

Compliance and Governance: Ensure all program-related data and analytics activities comply with data governance, privacy regulations, and organizational standards.

Education & Experience

• Bachelor’s degree in engineering, business administration, data Science, or a related field. Master’s degree is a plus.
• 5+ years of experience in commercial or performance analysis, or a related field, preferably in airline or travel industry.
• Proven track record of working with cross-functional teams and driving actionable insights from analytics projects.
• Familiarity with loyalty program structures, customer segmentation, airline commercial framework
• Understanding the nature of loyalty currency with its impact on engagement, and high-level program economics
• Experience with data query tools (e.g., SQL) and visualization platforms (e.g., Tableau, Power BI) is a plus
• Advanced skills in Microsoft Excel, including pivot tables and complex formulas.
• Experience in working with different datasets in airlines and loyalty programs.
  
  

About Etihad Airways

Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. All this ties into Etihad’s ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly!

To learn more, visit etihad.com

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