Assistant Manager Programme Value Optimisation
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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Location: Hong Kong
Role Introduction
Reports to: Head of Programme Value Optimisation
The Customer Relationship & Retail (CRR) department of Cathay Pacific brings together the best of our collective cultures to work on innovations and initiatives that will add value to our members and customers. It manages both of the airline’s loyalty programmes, namely Asia Miles & the Marco Polo Club totaling more than 12 million members worldwide. The department also spearheads the airline’s third party retail & ecommerce partnerships & offerings.
The Programme Value Optimisation team is responsible to support the development of Asia Miles in becoming the most desirable premium currency by establishing capability to understand, optimize earn, burn, breakage & yield to ensure sustainable growth and maximization of Customer Lifetime Value (CLV). The team also contributes to strategic partnership discussions within the Customer Lifestyle division.
The Assistant Manager, Programme Value Optimisation supports the monitoring, forecasting & optimisation of key loyalty value metrics while ensuring programme sustainability. This includes, but not limited to, financial modelling (including what-ifs), breakage analytics, miles liability valuation and customer value modelling. In addition, the candidate will also be participating in other new programme strategies. He/she is expected to work closely and collaboratively with CRR stakeholders as well as other departments such as Finance (FIN), Digital (DGT), Marketing (BIM) and external consultants.
Role Introduction
Reports to: Head of Programme Value Optimisation
The Customer Relationship & Retail (CRR) department of Cathay Pacific brings together the best of our collective cultures to work on innovations and initiatives that will add value to our members and customers. It manages both of the airline’s loyalty programmes, namely Asia Miles & the Marco Polo Club totaling more than 12 million members worldwide. The department also spearheads the airline’s third party retail & ecommerce partnerships & offerings.
The Programme Value Optimisation team is responsible to support the development of Asia Miles in becoming the most desirable premium currency by establishing capability to understand, optimize earn, burn, breakage & yield to ensure sustainable growth and maximization of Customer Lifetime Value (CLV). The team also contributes to strategic partnership discussions within the Customer Lifestyle division.
The Assistant Manager, Programme Value Optimisation supports the monitoring, forecasting & optimisation of key loyalty value metrics while ensuring programme sustainability. This includes, but not limited to, financial modelling (including what-ifs), breakage analytics, miles liability valuation and customer value modelling. In addition, the candidate will also be participating in other new programme strategies. He/she is expected to work closely and collaboratively with CRR stakeholders as well as other departments such as Finance (FIN), Digital (DGT), Marketing (BIM) and external consultants.
Responsibilities
- Monitor programme level breakage and other metrics to ensure programme sustainability
- Support the development and enhancement of internal breakage analytical capability
- Work with data science team to maintain mileage-related forecast models
- Quantify and assess the effectiveness of member engagement strategies and the impact of key programme activities with focuses on miles liability and expiry
- Involve in the development of Customer Lifetime Value (CLV) model and implement it as a business decision tool to drive member engagement and maximize programme value
- Participate and support other programme level initiatives as appropriate
- Support the development and enhancement of internal breakage analytical capability
- Work with data science team to maintain mileage-related forecast models
- Quantify and assess the effectiveness of member engagement strategies and the impact of key programme activities with focuses on miles liability and expiry
- Involve in the development of Customer Lifetime Value (CLV) model and implement it as a business decision tool to drive member engagement and maximize programme value
- Participate and support other programme level initiatives as appropriate
Requirements
- University degree preferably in Actuarial Science, Mathematics, Statistics or Finance. MBA or relevant quantitative graduate degree from a top-tier programme will be advantageous.
- Fellow/Associate member of a global actuarial organization such as Institute/Faculties of Actuaries (UK), Casualty Actuarial Society (US), Society of Actuaries (US), Actuaries Institute (Australia)
- A minimum of 3 years of work experience in actuarial modelling, pricing or valuation in insurance, banking, financial services or data analytics. Knowledge of, or experience working in loyalty programme and is a plus
- A highly self-motivated team player who possess customer-centric mindset and excellent problem solving, communication and interpersonal skills
- Ability to work and learn independently with strategic thinking and commercial acumen
- Strong written and verbal communication skills in both Chinese and English, capable of explaining technical jargons in layman terms to business stakeholders
- Fellow/Associate member of a global actuarial organization such as Institute/Faculties of Actuaries (UK), Casualty Actuarial Society (US), Society of Actuaries (US), Actuaries Institute (Australia)
- A minimum of 3 years of work experience in actuarial modelling, pricing or valuation in insurance, banking, financial services or data analytics. Knowledge of, or experience working in loyalty programme and is a plus
- A highly self-motivated team player who possess customer-centric mindset and excellent problem solving, communication and interpersonal skills
- Ability to work and learn independently with strategic thinking and commercial acumen
- Strong written and verbal communication skills in both Chinese and English, capable of explaining technical jargons in layman terms to business stakeholders
Salary
Negotiable
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