Job Detail

Assistant Manager Customer Experience – Lounge Projects - Cathay Pacific Airways

Date Posted:Jul 21, 2021

Job Detail

  • Location:
    Hong Kong, Hong Kong, Hong Kong S.A.R.
  • Company:
  • Type:
    Full Time
  • Career Level:
    Experienced Professional
  • Experience:
  • Gender:
    No Preference
  • Degree:
  • Apply Before:
    Jul 22, 2021

Job Description

The role is responsible for managing all projects and studies in relation to CX lounges.

Large-scale projects include opening and renovation of lounges.  The job scope includes defining the requirement of an owned lounge product, business preparation, coordination of interior design, managing consultants and construction service providers, closely monitoring the progress of the project and handing over the lounge to operator.

Lounge related studies include lounge commercial analysis, lounge usage data review, customer research and exploration of partnerships to optimise and enhance the overall customer experience in the lounges.

The successful candidate will also be responsible to communicate externally with business partners and internally with CX Hong Kong and outport teams on lounge-related enquiries.

Key Responsibilities

Lounge related studies responsibilities include:

  • Gather and analyse data and information about lounge usage, guests entry profile, dwell time, recoveries, cross charging and other CAPEX and OPEX items
  • Regularly review and analyse customer feedback and ratings on lounge performance worldwide
  • Work with internal stakeholders and external partners to study lounge commercialisation opportunities
  • Work with insights team to carry out customer research on lounge usage behaviours and understand evolving trends to inform lounge strategy
  • Drive adoption of new technologies in lounges, such as occupancy sensors/ heat mapping, biometrics entry etc
  • Support strategic planning, new concepts related to lounges
  • Main contact on lounge collaborations with Airlines / Business Partners
  • Responsible for lounge commercial evaluation and internal stakeholders management / lobbying to maximise CX and Partners’ benefits

Project management responsibilities include:

  • Conduct business case analysis at planning stage to define lounge requirements taking both customer and business sustainability perspectives into consideration. The design requirements should be customers centric.
  • Conduct usage forecast and define required zones and product features
  • Responsible for business case preparation for project budgets by collaborating with internal stakeholders such as F&B and hospitality team, Service Delivery teams and technical & property services team
  • Coordinate with consultants and designers to design lounge layout for new and renovation projects
  • Work with procurement on sourcing process including RFP preparation, tender interview, negotiation, and contract finalisation at tender stage
  • Select and monitoring the performance of PM, consultants, furniture & interior product providers, and contractors at construction stage
  • Monitor the PR/ PO issuance and closing to ensure the purchase is based on the agreed specification and price, as well as the purchased good is delivered correctly and payment is settled as per agreement
  • Ensure project deliverables are completed on schedule and within budget by following up with local CX team, local PM and contractors through weekly conference calls
  • Closely monitor throughout construction period with support from local CX team and make occasion site visit if required
  • On-site quality acceptance and defect check before opening to ensure the lounge meets CX standards and is completed according to the design intent.
  • Coordinate with the hospitality team & service delivery teams for opening preparation and communication
  • Closely work with internal stakeholders and external partners to introduce retail opportunities in lounges to enhance customer experience

  • Excellent numerical analysis skills is a must
  • Airline commercial background strongly preferred
  • Exceptional project management skills; background with construction projects is an advantage but not mandatory
  • Great people skills to work and maintain good relationship with internal stakeholders, service providers and contractors
  • Possess strong writing and communication skills in order to facilitate communication overseas and prepare business cases
  • Self-reliance to liaise with internal business units and external vendors at all levels
  • Customer-oriented, attention to detail, good aesthetic sense
Personal & Application Information

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.

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Company Overview

Tsim, Hong Kong, Hong Kong S.A.R.

Welcome to Cathay Pacific. We have over 200 destinations in our global network, but want to do more than just move you from A to B. We want to take you further in your journey, and ultimately, to move beyond. And we’re here to do what we can to... Read More

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