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: Member Engagement & Lifecycle Manager
The Assistant Manager Member Performance is accountable for member performance with the goal of optimizing the loyalty funnel and member contribution. The job holder will adopt a data-driven approach to analyse performance trends and provide insights and recommendations to optimize the lifetime value of a member.
Responsibilities
- Support the Member Engagement & Lifecycle Manager in optimizing the loyalty funnel.
- Develop and manage member management campaigns for our customer relationship programme, including recommendation of targets, designing the offer, track and provide post campaign analysis
- Analyse the club points structure, membership quality and tier movements and provide actionable insights to drive member spend.
- Produce reports on proportion of qualified members versus gifted status/exceptional approval and their revenue performance. Review and manage exceptional renew/upgrade criteria to preserve quality of membership database
- Provide support to deal exceptional requests (Member Activity Profiles) to help identify highest value members
- Work with internal teams and outports on segmentations for partner marketing campaigns, targeted offers and club events.
- Manage the yearly Diamond+ criteria and nomination process.
Requirements
- 5+ years of relevant experience in data analytics or data management roles, in which 2 years at managerial capacity would be advantageous.
- A university degree in business administration, marketing, e-commence or statistics.
- Proven experience in data and analytics insights with strong analytical/numerical/reporting skills.
- Strong understanding of performance drivers and business acumen.
- Excellent spoken and written communication skills in English and Chinese.
- Knowledge and understanding of the airline industry and frequent flyer programmes is a plus.
Benefits
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