Looking for a challenge in one of the world’s largest airfreight logistics organisations?

At IAG Cargo we are in the business of moving things. From antibiotics to rhinoceros, gold bullion to avocados and everything in between. Whatever people need, wherever they are. In an era of digital screens and closed borders, we open the skies and fly the world to bring people the things they really need.

We are the logistics and cargo brand of International Airlines Group (Aer Lingus, British Airways, Iberia, Level and Vueling). At IAG Cargo, we believe in keeping the world’s economies turning, and do everything with determined attitudes, curious minds, collaborative actions and heartfelt pride. Join us at our globally recognised logistics business, where we are building a great place to work for customers and colleagues alike.

About the role

This role will support the Customer team to deliver a series of customer initiatives
and plans that deliver an enhanced customer experience in line with IAG Cargo’s global
customer vision to be a logistics business that is keen to learn, quick to adapt and trusted to deliver and to put our people and our customers at the heart of what we do.

The Customer Performance and Analytics Manager will lead the analysis and optimisation of customer engagement, satisfaction, and retention. This role will be responsible for transforming data from various areas of the business, including customer, sales, commercial, and operations data into actionable insights that drive strategic decisions, improve customer outcomes, and enhance overall business performance. They will also deliver regular reporting to the executive leadership team, as well as ad hoc reports, and where needed, respond efficiently to any actions arising from the reporting.

The role holder will be responsible for effectively collaborating across wider business functions ensuring an integrated customer data strategy is always maintained. Using their strong people leadership skills, they will be responsible for managing and developing a team to develop effective data solutions aligning to our customer agenda. They will ensure the team adheres to best practices in data analytics and contributes to the continuous improvement of our customer data initiatives. This is in addition to responsibility for the implementation of all planned and new activities required to highlight the overall value of the customer and drive an improved customer experience.

What you’ll do

• Develop and maintain dashboards and reports to monitor key customer metrics (e.g., new customer onboarding times, customer queries and case management, billing accuracy, claims, operational delivery, and SLA performance).
• Support the Head of Customer in managing performance standards through analysis of performance metrics, processes, and practices to identify trends and areas for improvement.
• Analyse customer behaviour and lifecycle trends to identify opportunities for growth and retention.
• Present findings and recommendations to cross-functional teams and senior leadership.
• Define and track KPIs for customer success, support, and onboarding teams.
• Partner with Customer Support Managers and Commercial and Operational teams to evaluate account health and performance.
• Identify at-risk customers and recommend proactive strategies to improve satisfaction and retention.
• Support the design and execution of customer segmentation strategies.
• Collaborate with cross-functional teams to align customer insights with business goals.
• Lead initiatives to improve customer journey mapping and experience optimisation.
• Work with wider data engineering and IT teams to ensure data accuracy, accessibility, and integration across platforms (e.g., CRM, CS platforms, BI tools).
• Evaluate and implement analytics tools to enhance reporting capabilities.
• Manage a small team ensuring a culture of collaboration and innovation

It's all about you

What you’ll bring to IAG Cargo:

You will be data-driven and customer-focused with a proven track record in leading customer performance and analytics in a global environment.

Skills and Experience:

• Strong proficiency in data visualisation tools (e.g., Tableau, Power BI, Looker).
• Advanced Excel and SQL skills; experience with Python or R is a plus.
• Excellent communication and storytelling skills with the ability to influence stakeholders.
• Experience working with CRM and customer success platforms (e.g., Salesforce).
• Confidence to influence across the organisation and particularly the commercial and operations teams globally.
• Strong problem-solving and analytical skills, with the ability to troubleshoot and resolve complex data-related issues
• Excellent organisational and time management skills, with the ability to prioritise to ensure relevant targets are met.
• High attention to detail ensuring accuracy.
• Able to articulate complex concepts into an understandable narrative for non-technical audiences.
• Strong presentation and stakeholder management skills.

Experience:

• Experience in analytics or performance management roles.
• Experience of managing and developing a high performing team
• Experience delivering in and customer focussed environment with a clear understanding of the value of customer experience and its return on investment.
• Inquisitive about customer trends and best practice and able to use research and able to interpret data from a wide variety of sources to make sound judgments and recommendations.

Desirable Experience

• Background in the air transport industry, passenger or cargo.

We’ll treat you right

Wherever you work within IAG Cargo, you’ll play a part in helping us deliver what the world needs and join a diverse and inclusive business that’s making a difference.

As well as a competitive salary, bonus, we offer a range of benefits to support our colleagues, which include:

•  A hybrid environment with 3 days a week in the office and two from home.
• From the day you join us, you’ll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways and group airlines. You’ll also receive up to 30 discounted ‘Hotline’ airfares per year for yourself, friends, and family.
• Flexible bank holiday policy- Individuals not on shift have the flexibility to swap the statutory public holidays, with the days you choose to take off instead.
• All our colleagues get access to LinkedIn learning and Rosetta Stone Language courses
• For health and wellbeing we offer a free onsite gym facility as well as access to the UNMIND app and a community of Mental Health First Aiders
• Access to discounts on Apple, Cinema tickets and loads of other goodies through Perks at work

Equity, Diversity and Inclusion

Our recruitment procedures positively support our equity, diversity, and inclusion agenda.

All candidates are considered strictly on their merits in relation to the criteria for the role, treated fairly and consistently and have their individual needs responded to throughout the process.