Purpose of the job
As the Portfolio Manager, you will take on a pivotal role in coordinating the progress of multiple Loyalty and Customer Experience workstreams within the SkyTeam Alliance, aimed at evolving and streamlining the alliance’s non-digital portfolio. This position is critical for 1) conceptualizing, developing, and executing loyalty projects, 2) contributing to the creation of a seamless customer experience across mixed-metal itineraries that underpins the foundational business strategy for SkyTeam 3) ensuring delivery, compliance, and alignment across the alliance, and 4) fostering collaboration among member airlines to deliver an enhanced experience for high-value customers.
Your expertise in program management will be instrumental in successfully fulfilling the responsibilities of this position. The role requires strong teamwork, stakeholder management, and communication skills to ensure effective oversight, coordination, and reporting of all Loyalty and HVC projects. Key responsibilities include monitoring overall project progress and timelines; engaging and aligning with internal and external stakeholders; identifying potential risks and proactively developing mitigation and contingency plans; managing budgets and capacity; preparing and presenting progress reports appropriately tailored to both managerial and operational audiences; and tracking and analyzing KPIs to ensure expected benefits are delivered and to identify future enhancement opportunities.
Another core competency is to drive alignment between SkyTeam’s vision and the loyalty and HVC priorities of member airlines, bridging policy and operational gaps across the alliance. This requires a deep understanding of the aviation industry, loyalty program mechanics, and customer engagement strategies. To successfully execute this role, you must be able to influence and align diverse stakeholders around a shared vision, foster collaboration in a multidisciplinary and multicultural environment, translate strategic objectives into actionable initiatives, and ensure consistent execution and effective post-implementation management. The role demands strong and persuasive communication skills, coupled with a proactive and creative approach to problem-solving.
Given loyalty’s extensive use of digital platforms and the close integration, close collaboration with IT developers and operations is essential, and knowledge of, as well as experience in, IT would be a strong advantage.
There are numerous meetings throughout the year, varying in purpose, format, and participants. This role is expected to lead the effective organization and execution of these meetings, including structuring agendas, managing logistics and communications, preparing content, delivering presentations with accuracy and efficiency, and ensuring that key actions and outcomes are properly documented and followed up.
KEY RESULT AREAS / KEY RESPONSIBILITIES
Coordination and Execution of Loyalty Initiatives Participate in the conceptualization and definition of loyalty projects, ensuring alignment with SkyTeam’s long-term vision and a strong focus on enhancing the customer experience
Develop comprehensive business cases, clearly outlining objectives and expected benefits
Translate strategic objectives into actionable plans and execute them using robust project management practices
Track, monitor, and analyze KPIs
Identify potential risks and implement mitigation plans to ensure successful project delivery
Support regular progress updates to internal and external stakeholders
Ensure project documentation, including meeting minutes, project initiation documents, detailed plans, action lists, requirements, change requests, decisions, and conclusions
Example: A SkyTeam member airline is required to recognize other airlines’ Elite/Elite Plus members, and there is a digital platform to support this. As technology evolves, an opportunity to improve has been identified, and the next goal is to innovate the product and associated processes.
SkyPriority Product Ownership Serve as the global product owner for SkyPriority, ensuring consistent interpretation and delivery of benefits across all touchpoints.
Govern SkyPriority standards, policies, and eligibility rules
Partner closely with member airlines and airports to improve operational execution and customer perception.
Seamless integration of member airlines and gap closure Understand alliance standards and policies, and assess member airlines’ compliance to ensure consistent implementation across the SkyTeam network
Monitor member airlines’ developments that could create potential gaps in mixed-metal itineraries, and proactively engage with them to address issues
Leverage customer feedback to enhance the customer experience of SkyTeam
Ensure full integration into SkyTeam digital platforms for accrual, redemption, and customer recognition
Facilitate collaboration across member airlines to bridge policy and operational differences
Analysis, Reporting, and Stakeholder Support
Maintain and analyze dashboards to support data-driven decision-making
Contribute to defining the short- and long-term roadmap for the evolution of SkyTeam loyalty propositions and SkyPriority
Collaborate closely with internal and external stakeholders to break down silos
Provide support for ad-hoc activities, contributing flexibly to evolving business priorities
Responsibilities and tasks of the position are not limited to those mentioned above, and deviations may occur over time as the position evolves , in coordination with the manager.
Your profile
REQUIRED SKILLS, KNOWLEDGE & EXPERIENCE
Availability to reside and work legally in the Netherlands on a full-time basis
Ability to travel frequently, at times on short notice
Bachelor’s degree (or equivalent level of experience and way of thinking)
Experience in the aviation loyalty industry, supported by solid practical and operational knowledge
Experience working in a multidisciplinary and multicultural environment
Ability to cope with a high degree of cultural and work-style diversity, adding complexity to collaboration
Strong strategic thinking, problem-solving, and decision-making skills
Experience in data collection, interpretation, and analysis
Demonstrated attention to detail, with the ability to identify trends and insights
Ability to lead and manage multiple projects simultaneously, with organizational skills
Ability to work independently with an entrepreneurial mindset
Strong organizational and execution skills, achieving goals and delivering results
Proficiency in PowerPoint, Excel, Word, and SharePoint
Excellent report-writing and presentation skills
Fluent in English (both spoken and written)
Ability to communicate clearly, diplomatically, and persuasively across cultures and organizational levels
Comfortable working in a fast-paced environment
COMPETENCIES
Accountable and transparent in behavior
Open-minded, adaptable to changes, and eager to learn
Passionate, curious, and forward-thinking
Positive, proactive, and solution-oriented
Strategic, creative, and agile problem solver
Collaborative team player, skilled in working effectively across functions
Skilled in appreciative inquiry and fostering constructive discussions
Excellent interpersonal, teamwork, and stakeholder relationship management skills
Ability to influence and align diverse stakeholders across functions and cultures
Why us?
SkyTeam will offer you a complete salary package that includes unique benefits: A challenging role at a unique employer in the Netherlands
Salary: a competitive monthly gross salary depending on your experience
Vacation pay : 8% of gross annual salary
Vacation days: 27 vacation days for one year
Birthday leave : additional PTO (1 day) on or around your birthday
Public holiday exchange : exchange Dutch bank holidays with any bank holiday culturally significant to you
Pension plan: everything you need for a good retirement
Equipment: laptop, phone or e-sim
Home office: create and equip your home office with our support.
Travel allowance: travel allowance for public transport, bicycle, and car
Discounted travel: reduced airfares after 6 months of your start date
Learning environment: free access to LinkedIn Learning, Lunch & Learn sessions, and the opportunity to surround yourself with highly skilled colleagues
Work from anywhere: flexibility to work from anywhere in the world (duration of max. four weeks)
Hybrid way of working: we offer flexibility to work from home
Fun events: potluck parties, monthly after work get-togethers, annual summer/winter events, and more appealing team activities throughout the year