AIRLINES & ALLIANCES

Cathay Pacific is hiring: Customer Experience Manager – Lounge Dining & Hospitality

Role Introduction

Reports to: Head of Dining & Hospitality

The role is part of a global team in our Customer Experience & Design (CED) department who aim to refine, invest and improve in the areas that we know matter most to our customers, that reflects our Move Beyond promise: one that is consistent and reliable.

This is a key leadership role responsible to lead the definition, design and development of the food and beverage (F&B) proposition and hospitality related customer touchpoints across the entire Cathay Pacific portfolio of worldwide lounges. You should be customer-oriented and a champion in Hospitality and Service focused; and accountable to define the end-to-end experience and behaviors of the customer journey and interactions which best represent the Cathay Brand at all our ‘human’ touchpoints and set the tone for Cathay’s hospitality language.

Key Responsibilities

• Accountable for leading the end-to-end customer experience as it relates to F&B and hospitality touch points from concept through to successful execution ensuring that every experience is benchmarked and individualised to deliver a distinct Cathay Pacific brand experience for Cathay Group Lounges
• Design a holistic hospitality approach of the service experience, to the extent of philosophy and approach for worldwide Cathay Group lounges; Design the service flows with the Service Delivery teams to ensures a seamless and hassle-free experience for our customers
• Collaborate closely with Airport Service Delivery from the onset of the design phase and using the Design principles as guidelines, develop propositions and services that encapsulates and delivers on Life Well Travelled
• Use insights and knowledge of new trends and technology to actively identify and evaluate innovative new F&B concepts, work with key stakeholders to bring new ideas to life, and deliver a customer experience, for example digital services, ‘connected’ strategies, ancillary retail opportunities, sustainability solutions etc. Utilize Insights to measure customer feedback and satisfactions and apply the results to future planning and projects for continuous iterations and improvements
• Utilise customer, competitor and commercial data / insights as well as food, technology and product trends to drive innovation for the end-to-end F&B customer experience that will ultimately increase Reflex scores; Own a set of customer insights and KPIs using them to guide design, identify areas of further improvement, and implementing corrective action where required
• Accountable for the design of ‘front of house’ service ware and equipment for lounges (i.e. anything the customer touches or sees). Consulted on ‘back of house’ operational equipment as it relates to the successful delivery of F&B design concepts. Always consider sustainability as part of the design process.
• Work in close collaboration with Customer Experience Design Ground (CED-G) team, to influence decisions on lounge design, selection of suppliers and third-party lounges, in support of the F&B proposition delivery
• Support and consult to ASD, CED-G and APD for lounge renovations, new builds, lounge contracts, F&B related supplier as they pertain to F&B, including lounge operator procurement and change-over
• Develop business case and secure budget approval for various projects across new service and F&B propositions in Lounges. Identify areas of ‘leaks’ and ‘improvements’ and the overall service recovery strategy and design and be accountable for the articulation/ documentation of guidelines/ process and work with the delivery teams on their SOPs and operations manuals
• Liaise with Brand department (BIM) on design development required for all F&B related collateral e.g. menu cards, lounge signage, F&B related product development including retail; Support internal marketing departments (BIM/CAF) on the development of a communications and marketing strategy for lounges, both internal and external

Requirements

• Bachelor degree or equivalent education in F&B/Hospitality Management. Minimum 8 years of relevant experiences in either the F&B or hospitality industries including airlines, FMCG or product/customer experience design agencies
• Previous experience in managing small to medium projects from concept definition to delivery is essential; experience in brand and product development highly desirable
• Demonstrated experience in concept design and development. Experience can be from a range of industries and not necessarily food related
• Demonstrated ability to critically analyse alternatives, recommend a course of action and show initiative in always anticipating the next step
• Ability to manage stakeholders and positively influence change; work and interact with a range of stakeholders, including presenting to senior management at key Steering Committee meetings
• Previous experience in leading and managing teams preferred
• Prior experience in operations is an advantage
• Strong writing and communication skills – articulation of service experience design
• Ability to prioritize initiatives; Strong financial awareness and project management skills
• Works well with Service Delivery Teams

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.

Source: Cathay Pacific