MANAGER CUSTOMER PERFORMANCE & PROGRAMMES

At Vueling, we connect people, places and opportunities ✈️

As part of the IAG Group, we are one of Europe’s leading airlines, serving around 250 routes across 30 countries and welcoming millions of customers every year. With more than 5,000 employees, Vueling is the only European airline recognized as a Top Employer for three consecutive years. Driven by innovation, collaboration, and a commitment to sustainability, we are shaping the future of aviation while creating an environment where our people can grow, contribute, and make an impact.

Mission Lead Customer Performance & Programmes, governing the transformation portfolio and delivering strategic initiatives that improve customer experience, efficiency and financial results. Ensure investments are prioritized, measurable and aligned with company strategy through effective governance, business cases, financial planning, process improvement, benefits tracking and programme delivery.

Tasks & Responsibilities

• Govern the Customer portfolio, aligning and prioritizing initiatives with strategic objectives.
• Lead customer programmes, managing scope, resources, milestones, dependencies, risks and governance.
• Improve customer outcomes, revenue, operational performance and cost efficiency.
• Develop and challenge business cases, assessing financial, operational and risk impacts.
• Set baselines, targets and benefit owners; track savings, revenue, efficiency and customer outcomes.
• Define KPIs, dashboards and reporting for customer, operational, programme and financial performance.
• Coordinate Customer Leadership, Finance, Transformation/PMO, Procurement, Operations, IT & Digital, Insights & Data and sponsors.

Academic background

• Programme and portfolio management, governance, prioritization, transformation and change.
• Financial planning, BP, FP, CapEx, cost modelling, scenario analysis and investment assessment.
• Business cases covering financial, operational and risk impacts.
• Performance management, KPIs, dashboards, data analysis and benefits tracking.
• Supplier governance, contracts, SLAs, procurement, tendering and commercial risk.
• End-to-end process improvement: AS-IS/TO-BE mapping, gap and root cause analysis, solution design, controls, roadmaps and continuous improvement.
• Lean or Six Sigma desirable.

Experience

• 8+ years in programme management, business performance, transformation, strategy or related roles.
• Led complex cross-functional portfolios and senior governance forums.
• Translated strategy into prioritized roadmaps, programmes and measurable outcomes.
• Developed and presented business cases and investment recommendations.
• Delivered cost optimization, operational improvement and value creation.
• Analyzed and redesigned end-to-end processes using AS-IS/TO-BE mapping, gap and root cause analysis, and implementation roadmaps.
• Established performance and benefits-realization frameworks.
• Managed supplier contracts, SLAs and commercial negotiations.
• Influenced executive stakeholders and supported strategic decisions.

Skills

• Bachelor's degree in Business Administration, Economics, Engineering or related field; MBA or postgraduate qualification preferred. PMP, PgMP, MSP, PRINCE2, Lean Six Sigma or Change Management certifications valued.
• English: C1 preferred, B2 minimum.
• Spanish: C1 preferred, B2 minimum.

💛 Vueling Values Our values are what we believe in, what we stand for and how we behave.

• Make it happen
• Make it better
• Make it safe
• Make it cost-focused
• Make it customer-oriented
• Win together

Vueling is committed to building a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other status.