Assistant Manager Customer Experience – Economy Cabin
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
Reports to: Customer Experience Manager - Inflight Economy Cabins
The Customer Experience and Design Department plays a key role in customer retention and the long-term success of the Cathay Group through the strategic development of award winning products. The Assistant Manager Customer Experience – Economy Cabin, is responsible for, managing and developing the inflight cabin products in the Economy class that passengers experience throughout their journey.
Closing Date: 2022-07-08
Reports to: Customer Experience Manager - Inflight Economy Cabins
The Customer Experience and Design Department plays a key role in customer retention and the long-term success of the Cathay Group through the strategic development of award winning products. The Assistant Manager Customer Experience – Economy Cabin, is responsible for, managing and developing the inflight cabin products in the Economy class that passengers experience throughout their journey.
Closing Date: 2022-07-08
Responsibilities
- Collaborate with other business units in the company to undertake the development, implementation and continuous improvement of inflight cabin products. These include:
o Define product requirements and ensure consistency in product specification and inflight experience
o Identify research requirements, guide the development of associated survey and studies
o Prepare product design brief and engage with industrial designers, suppliers and internal business units on the customisation, functionality and aesthetic design of inflight cabin products (e.g. passenger seats, lavatories and other monuments, cabin décor, loose items, soft products, etc)
o Recommend product enhancement initiative, prepare business case and related cost/revenue evaluation model
o Work cross functionally with other business units such as engineering, procurement and service delivery to review, select and manage aircraft interior suppliers in the context of highly complex and long term projects
o Monitor project progress and expenses, and provide regular reports to management
- Plan and coordinate internal and external product communication as part of product implementation
- Maintain an integrated approach to product planning and management across multiple departments, ensuring that products developed comply with customer needs, competitive imperatives and Cathay Pacific’s overall product strategy
- Offer continuous insights into industry best practices and product trends
o Define product requirements and ensure consistency in product specification and inflight experience
o Identify research requirements, guide the development of associated survey and studies
o Prepare product design brief and engage with industrial designers, suppliers and internal business units on the customisation, functionality and aesthetic design of inflight cabin products (e.g. passenger seats, lavatories and other monuments, cabin décor, loose items, soft products, etc)
o Recommend product enhancement initiative, prepare business case and related cost/revenue evaluation model
o Work cross functionally with other business units such as engineering, procurement and service delivery to review, select and manage aircraft interior suppliers in the context of highly complex and long term projects
o Monitor project progress and expenses, and provide regular reports to management
- Plan and coordinate internal and external product communication as part of product implementation
- Maintain an integrated approach to product planning and management across multiple departments, ensuring that products developed comply with customer needs, competitive imperatives and Cathay Pacific’s overall product strategy
- Offer continuous insights into industry best practices and product trends
Requirements
- University degree holder, preferable in design-related or business-related discipline
- Minimum 5 years’ relevant experience in aviation industry or commercial field; preferably with hands-on experience in interior product development, with working knowledge on supply chain management and customer experience management
- Strong customer centric mind-set with a good understanding of market research, product planning and management
- Detailed-oriented and aesthetically sensitive
- Commercially astute with strong problem solving and analytical skills
- Adhere to high standards and takes pride in quality of work, with great attention to details
- Able to work both independently and as part of larger team with strong inter-personnel skills
- Well organised and capable of working on multiple projects simultaneously.
- Willing to travel overseas
- Good Computer Tools knowledge – MS Excel, PowerPoint, Word, and Project
- Proven experience in delivering premium or 5-star customer experience, some knowledge on airline customer experience, product design, airline operation, aviation supply market, aircraft maintenance practice or/and certification, would be advantageous
- Minimum 5 years’ relevant experience in aviation industry or commercial field; preferably with hands-on experience in interior product development, with working knowledge on supply chain management and customer experience management
- Strong customer centric mind-set with a good understanding of market research, product planning and management
- Detailed-oriented and aesthetically sensitive
- Commercially astute with strong problem solving and analytical skills
- Adhere to high standards and takes pride in quality of work, with great attention to details
- Able to work both independently and as part of larger team with strong inter-personnel skills
- Well organised and capable of working on multiple projects simultaneously.
- Willing to travel overseas
- Good Computer Tools knowledge – MS Excel, PowerPoint, Word, and Project
- Proven experience in delivering premium or 5-star customer experience, some knowledge on airline customer experience, product design, airline operation, aviation supply market, aircraft maintenance practice or/and certification, would be advantageous
Salary
Negotiable
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Validity
Expired