Head of Loyalty

CRR - Customer Relationship & Retail
- Sydney, Australia
- Cathay Pacific
- Application Deadline
08 Oct 2024

Company Description

Let your passion fly We’re proud to be one of the world’s leading airlines. Our reputation is built on a long track record of success, an ongoing commitment to our home Hong Kong, and on the delivery of customer service that’s straight from the heart. All of this is possible due to our talented people who share our passion for aviation and our commitment to being the best. Join us and discover just how far you can go

Role Introduction

Cathay Pacific Southwest Pacific is looking for a Head of Loyalty to work with the Regional Head of Customer Travel & Lifestyle, the local Cathay Pacific team and head office to grow the lifestyle business across Australia and New Zealand.

Key Responsibilities

**Business Strategy & Planning**
- Formulate and drive business strategy with alignment with head office to meet the agreed lifestyle objectives, support lifestyle priorities and achieve the lifestyle growth and revenue targets
- Monitor and review business performance to meet strategic growth plan
- Propose new ideas and areasof improvement based on own knowledge of local market, research and available consumer insights and lead change to support future business strategy
- Control and monitor the relevant budget expenditures within the lifestyle team

**Lifestyle Partnerships**
- Develop local partnerships under the key lifestyle pillars, including payment, holidays, shopping, wellness and dining according to the region’s lifestyle objective to provide a network of partners to engage Cathay members through accrual and redemption propositions
- Manage relationship with partners and support operational requirements including commercial term negotiation, responding to partner enquiries and entering contracts with partner
- Negotiate commercial offers for marketing promotion and campaigns to increase awareness of local partner propositions

**Redemption & Rewards**
- Build awareness of usage of lifestyle redemption platforms including Cathay Shop and travel awards platform

**Coordination with Local Team**
- Work with local Cathay Pacific teams including digitalsales, marketing and business development to expand Cathay’s travel and lifestyle propositions to local markets

**Legal Compliance**

**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'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

**Requirements**:
**Requirements**:
**Academic Qualifications**
- University degree in Marketing, Business Studies or related discipline

**Knowledge, Skills, Training and Experience**
- Minimum 10 years’ relevant working experience, of which at least 3 years in a managerial position
- Strong commercial mindset with good understanding of loyalty and rewards
- Excellent communication and problem solving skills
- Good marketing sense, good grasp and understanding of consumer insights.
- Excellent written and oral communication skills in both English and local language.
- Good team player and strong interpersonal skills, creative, dynamic and innovative
- Independent, detail-oriented and able to work under pressure and meet tight deadline

**Benefits**:

- Be part of the Cathay Pacific family and join a dynamic team culture working for one of the World’s Best Airlines
- Make the most of your leave and take advantage of travel industry discounts including flights, hotels, tours and car hire.
- Work your way with flexible hybrid work arrangements
- Enjoy Health benefits with company subsidised private health insurance premiums
- Fly high with career development opportunities to diversify your skills and experience within the Cathay Pacific family.

Personal & Application Information

Enjoy the benefits of working for a World leading Airline, including hybrid working and collaborating with colleagues in our Barangaroo (Sydney) office.
- Cathay Pacific Airways is an equal opportunity employer. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status_.