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Head of Loyalty and Customer Engagement

2 months ago

Sydney, New South Wales, Australia Cathay Pacific Airways Limited Full time
About the Role

Cathay Pacific Airways Limited is seeking a highly skilled and experienced professional to fill the position of Head of Loyalty and Customer Engagement. This role will be responsible for developing and implementing strategies to enhance customer loyalty and engagement across the airline's operations.

Key Responsibilities
  • Business Strategy and Planning
    • Formulate and drive business strategy to meet agreed customer engagement objectives, support customer priorities, and achieve customer growth and revenue targets.
    • Monitor and review business performance to meet strategic growth plan.
    • Propose new ideas and areas of improvement based on own knowledge of local market, research, and available consumer insights, and lead change to support future business strategy.
    • Control and monitor relevant budget expenditures within the customer engagement team.
  • Loyalty Partnerships
    • Develop local partnerships under key customer engagement pillars, including payment, holidays, shopping, wellness, and dining, according to the region's customer engagement objective to provide a network of partners to engage Cathay Pacific customers through accrual and redemption propositions.
    • Manage relationship with partners and support operational requirements, including commercial term negotiation, responding to partner inquiries, and entering contracts with partners.
    • Negotiate commercial offers for marketing promotion and campaigns to increase awareness of local partner propositions.
  • Redemption and Rewards
    • Build awareness of usage of customer engagement redemption platforms, including Cathay Shop and travel awards platform.
  • Coordination with Local Team
    • Work with local Cathay Pacific teams, including digital sales, marketing, and business development, to expand Cathay Pacific's travel and customer engagement propositions to local markets.
  • Legal Compliance
    • Work with legal team in headquarters and local legal counsel to operate the customer engagement business with compliance to local business and legal requirements, and facilitate the application of necessary licenses if needed.
  • People Development and Performance Management
    • Lead, support, and encourage own team to achieve success.
    • Build a strong and motivated team, ensuring the right organizational structure and the right people are in place to foster positive team spirit and facilitate teamwork.
    • Supervise and mentor direct reports, encouraging effective collaboration.
    • Demonstrate leadership and lead by example in accordance with Cathay Pacific's core values.
    • Develop employees with high potential and identify learning opportunities to ensure appropriate training and development.
    • Maintain active and ongoing dialogue in relation to employee goals and individual performance.
    • Actively engage with employees to enhance communication and their understanding of department goals.
    • Enhance the employee experience in line with the role level and the internal brand promise.
  • E&A
    • Emergency and Accident and Crisis Response responsibilities as required.