Senior Manager, Customer Performance & Programmes

Vueling Airlines; Viladecans; On-site; EUR 90,000 - 130,000; Full time

Job summary

Vueling Airlines, part of the IAG Group, is seeking an experienced professional to lead Customer Performance & Programmes, governing the transformation portfolio and driving strategic initiatives that enhance customer experience, efficiency and financial results.

The role focuses on governance, business cases, financial planning, KPI development, and cross-functional coordination to deliver measurable benefits across the organization.

Qualifications

• 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.
• Lean or Six Sigma desirable.

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.

Skills

Programme management

Portfolio governance

Strategic planning

Stakeholder management

Education

Bachelor's degree in Business Administration/Economics/Engineering

MBA or postgraduate qualification

Certifications: PMP/PgMP/MSP/PRINCE2/Lean Six Sigma

Job description

Vueling Airlines, part of the IAG Group, is seeking an experienced professional to lead Customer Performance & Programmes, governing the transformation portfolio and driving strategic initiatives that enhance customer experience, efficiency and financial results.

The role focuses on governance, business cases, financial planning, KPI development, and cross-functional coordination to deliver measurable benefits across the organization.