Customer Journey Manager - Disruptions
At Cathay Pacific, we share one common aspiration: to be the world's best airline. We believe in looking for the best in our people, in working as a team, in doing the right thing by our shareholders and our communities.
With a global team, we offer a diverse range of career choices and opportunities - in the air, on the ground; in customer service, in the office; managerial or professional roles. Our team of great people each plays a key role to deliver the quality service that we are famous for.
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Reports To: Head of Customer Journey Transformation
This position will help ensure that Cathay Pacific Group's disruption handling is a positive differentiator. The job holder will achieve this through both long term strategic actions and 'on the day' leadership of disruption handling. He / She will work with the Customer group to understand the long term strategy for customer experience during a disruption and help to translate this into Reservations and Airport operational actions. When disruptions occur, he/ she will manage and coordinate with key stakeholders on the overall recovery plan.
He / She will act as a coordination point between Integrated Operations Centre (IOC), global airport network, Customer Care (Customer Contact and Customer Support) and Mumbai Service Centre (MSC) for disruption handling and ensure that internal and external communication activities are aligned with the recovery plan. Being a resilient and energetic aviation expert, he/ she must have strong operational experience. Most importantly, he/ she should take a customer centric mind-set, be decisive and calm in a chaotic or crisis situation.
This position will help ensure that Cathay Pacific Group's disruption handling is a positive differentiator. The job holder will achieve this through both long term strategic actions and 'on the day' leadership of disruption handling. He / She will work with the Customer group to understand the long term strategy for customer experience during a disruption and help to translate this into Reservations and Airport operational actions. When disruptions occur, he/ she will manage and coordinate with key stakeholders on the overall recovery plan.
He / She will act as a coordination point between Integrated Operations Centre (IOC), global airport network, Customer Care (Customer Contact and Customer Support) and Mumbai Service Centre (MSC) for disruption handling and ensure that internal and external communication activities are aligned with the recovery plan. Being a resilient and energetic aviation expert, he/ she must have strong operational experience. Most importantly, he/ she should take a customer centric mind-set, be decisive and calm in a chaotic or crisis situation.
Responsibilities
- Manage the Customer Journey and Recovery team (based in the IOC), to deliver a customer centric, efficient and streamlined operational support function for all airports globally. This includes ensuring the team to act as the voice of customers in the IOC’s operational decision making.
- Develop and implement a long term disruption and recovery strategy for the Cathay Pacific Group.
- Act as the conduit between the Customer Experience Design team and the Corporate Airport Service Delivery team to ensure that the desired customer experience is brought to life through relevant policy, procedures and training.
- Author and own the disruption management components of the Airport Product and Service Delivery Manual suite.
- Accountable for the policy, procedures and operational readiness of the Airport Service Delivery department’s E&A plan.
- Manage and further develop all outsourced disruption related business partners (e.g. Global Aviation Services, etc.). Proactively manage these relationships and the service offering to the Cathay Pacific Group.
- On the day of disruption, evaluate and recommend recovery plan options taking into account of inventory availability and protection flight options.
- Assist in the coordination with the airport network globally on any recovery plans.
- Establish robust and clear communication channels and plans (both internally and externally) to ensure customer communications are on brand, and are aligned with the customer recovery plan and strategy.
- Ensure a robust continuous improvement process is in place between all Cathay Group airports and Airport Service Delivery to systematically review all major disruptions and implement necessary improvement actions (systems and processes)
- Represent Airport Service Delivery in all necessary Group level projects and transformation activities where customer disruption and/or recovery improvement opportunities exit.
- Act as the deputy for the Head of Airport Customer Service or Head of Customer Journey Transformation for disruption matters as required.
- Develop and implement a long term disruption and recovery strategy for the Cathay Pacific Group.
- Act as the conduit between the Customer Experience Design team and the Corporate Airport Service Delivery team to ensure that the desired customer experience is brought to life through relevant policy, procedures and training.
- Author and own the disruption management components of the Airport Product and Service Delivery Manual suite.
- Accountable for the policy, procedures and operational readiness of the Airport Service Delivery department’s E&A plan.
- Manage and further develop all outsourced disruption related business partners (e.g. Global Aviation Services, etc.). Proactively manage these relationships and the service offering to the Cathay Pacific Group.
- On the day of disruption, evaluate and recommend recovery plan options taking into account of inventory availability and protection flight options.
- Assist in the coordination with the airport network globally on any recovery plans.
- Establish robust and clear communication channels and plans (both internally and externally) to ensure customer communications are on brand, and are aligned with the customer recovery plan and strategy.
- Ensure a robust continuous improvement process is in place between all Cathay Group airports and Airport Service Delivery to systematically review all major disruptions and implement necessary improvement actions (systems and processes)
- Represent Airport Service Delivery in all necessary Group level projects and transformation activities where customer disruption and/or recovery improvement opportunities exit.
- Act as the deputy for the Head of Airport Customer Service or Head of Customer Journey Transformation for disruption matters as required.
Requirements
- A minimum of 10 years airport operations experience – in HK hub or outports.
- Previous team management / leadership experience strongly desirable.
- Sound knowledge of ticketing, reservations and CM DCS functionality.
- Strong decision making abilities.
- Possess a customer-centric mind-set.
- Strong influencing and negotiating skills.
- Experienced in project co-ordination and policy writing.
- High level of personal resilience and personal effectiveness.
- A lateral thinker – has a strong ability to manage in times of crisis.
- Previous team management / leadership experience strongly desirable.
- Sound knowledge of ticketing, reservations and CM DCS functionality.
- Strong decision making abilities.
- Possess a customer-centric mind-set.
- Strong influencing and negotiating skills.
- Experienced in project co-ordination and policy writing.
- High level of personal resilience and personal effectiveness.
- A lateral thinker – has a strong ability to manage in times of crisis.
Salary
Negotiable
Location
Validity
Expired