Head of Cathay Shop

Role Introduction

Reports To: General Manager Lifestyle Product

The Head of Cathay Shop sits under the Customer, Relationships and Retail Department, is responsible for leading and managing the company’s retail business line, focusing on lifestyle product offerings. The Head of Cathay leads a cross-functional team, leverages the company’s established brand and membership base to drive growth, profitability, and member engagement across the integrated channels from online, to offline, and to inflight.

Key Responsibilities

• Develop and implement Cathay Shop’s strategies aligned with overall company objectives and drive long-term customer engagement; and take charge of short-term and long-term planning, drive the business plan and execution in the key markets
• Take full ownership of the Shop business’ profit-and-loss to ensure revenue growth, cost control, and sustainable profitability
• Set the standard of consistent delivery of exceptional customer service and a seamless customer journey across all touchpoints and uphold the brand ethos and enhance Cathay Shop’s unique positioning and personality
• Manage Cathay Shop’s financial performance and key performance indicators, drive the actions to maximize margin and profitability; and working with the other related teams, prepare and manage budgets, forecasts and performance reports
• Lead the overall objective of developing a comprehensive, Online-to-Offline-to-Online multi-channel model for Cathay Shopping, including management and improvement of the physical shopping experience, reintroduction and growth of inflight shopping, and the on-going enhancement of digital shopping experience across platforms such as mobile/web sites, APP, marketplace, etc
• Provide directional guidance over product curation and merchandising to create a commercially robust product range that would appeal to the Cathay Membership population, whilst introducing unique experiences and curated merchandises that would act as a key differentiator for Cathay Shopping
• Oversee daily operations of all retail outlets across channels, ensuring efficiency, compliance and high customer satisfaction; and lead the team to manage inventory, stock levels, and post-sales services to optimise resource 
  allocation
• Regularly review third-party partnerships across the shopping business to evaluate and optimise partner portfolio to drive long-term revenue growth; and lead to build and manage key partnerships, negotiate contracts and commercial terms to sustain development of partnerships
• provide thought leadership, guidance and support to regional lifestyle team over member engagement through Shop pillar
• Lead, coach and develop a high-performance team, fostering a culture of excellence and accountability, demonstrating Cathay values; and drive employee engagement, training and professional development initiatives

Requirements

• University education or equivalent practical experience; and minimum of 10 years of relevant experience, including at least 8 years in retail, e-commerce, marketing, business development, or strategic partnerships
• Ability to speak and write in English, Cantonese, and preferably Mandarin, 
  fluently
• Strong commercial acumen with customer-centric mindset, proven track record 
  of achieving commercial targets and driving business growth
• Strong understanding of retail operations, merchandising and customer 
  experience best practices
• Strategic thinker with strong analytical and problem-solving abilities to take data 
  and insights driven decision
• A strong people leader who can articulate vision clearly, drive team engagement, and inspire cross-functional teams to deliver step changes with effective strategy
• Effective influencing and negotiation skills with solid experience in commercial negotiation and third-party supplier management
• An agile learner who is adaptable to fast-changing industry trends and technology around retail and e-commerce
• Entrepreneurial spirit and growth mindset, with track record in change management and leading complex strategic initiatives for the organisation
• Experience with e-commerce, membership-based or loyalty-driving retail models is a distinctive advantage

Personal & Application Information

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.