Role Introduction
Reports To: Customer Experience Manager - Lounge Portfolio Strategy
The Customer Experience Manager - Lounge Product will be responsible for managing and implementing the lounge product strategy, oversee lounge projects, and ensure a high level of customer experience in Cathay Pacific lounges. The focus is on developing new outport lounges from business case, project scoping to build, and support in managing the new flagship lounges and current lounges in their lifecycle to enhance the customer experience.
Key Responsibilities
- Plan and oversee selected Lounge Product team projects, mainly in outports, and ensure their timely delivery
- Implement the lounge product strategy to ensure the highest level of customer experience, with integrity of execution as intended by lounge template with appropriate localisation
- Redesign and rebuild new and existing lounges
- Develop and deliver any new ferry port lounges
- Manage mid-cycle refreshes of lounges, ongoing
- Support the development of new HKIA flagship lounges, managing selected aspects of the development and delivery process.
- Ensure capacity support by existing lounges.
- Increase current lounges lifecycle from 3 to 7 levels, adding more incremental, higher frequency refreshes.
Requirements
- Bachelor's degree in a relevant field, such as business administration, hospitality management/design, or customer experience.
- At least 6 years of experience in a similar role, with a proven track record of managing and delivering complex projects.
- Excellent communication and interpersonal skills, with the ability to build relationships with key stakeholders.
- Experience in the aviation industry, or hospitality industry is preferred.
- Experience in lounge, hotel, restaurant, or retail development and management is highly desirable.
- Strong analytical and problem-solving skills with the ability to make data-driven decisions.
- Ability to work under pressure and manage multiple projects simultaneously.
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.