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High Value Member Relationship Marketing Manager

  • BIM - Brand, Insights & Marketing Communications
  • Hong Kong Special Administrative Region of China
  • Cathay Pacific
  • Application Deadline
    13 Oct 2022
Role Introduction

Reports To: Head of Customer Relationship Marketing

The High Value Member Relationship Marketing Manager manages the “One Stop Shop” for high value members’ business strategy and engagement for the Cathay Membership Programme. S/he is responsible for understanding and forming a business strategy for our high value members so that our engagement efforts drive clear business objectives. The person should have a combination of strong commercial acumen whilst being able to provide a personal touch to the high value members’ Cathay experience. The role will also be responsible for managing suppliers/vendors to produce members’ collaterals to support the engagement strategy. 

Key Responsibilities

High Value Member Strategy - Drive, manage and execute the high value member strategy that contributes towards departmental KPIs including members’ average attributable profit (for higher tiers), member sector contribution and member revenue contribution.

Loyalty Strategy & Development Manager - Work closely on the development of the member proposition & experience.

Stakeholder management - Proactively build strong relationships with our members and encourage them to engage with our loyalty program across multiple pillars. Able to collaborate well with internal departments to drive business results.

Supplier & Cost Management – Producing high quality members collateral in support of the programme proposition and achieving cost efficiency through vendor and supplier management

Elevated member experience - Work alongside frontline departments to identify pain points, engagement and commercial opportunities for elevated service for our elite members across all touch points

Feedback – Proactively provide insights & member feedback to teams to drive relevant change.

Team - Create a productive and supportive work environment that cultivates change and celebrates success.


  • A minimum of 6 years of relevant experience in loyalty marketing/membership development & engagement with a minimum of 4 years in a managerial capacity
  • Background in member servicing and in dealing with service centre operations preferred
  • Experience working in businesses/hotels/membership clubs looking after High Net Worth individuals would be a plus
  • Strong networks and close relationships of High Net Worth individuals – understands what their needs and interests are
  • A university degree in business administration or other related discipline
  • Strong commercial acumen
  • Customer-centric mind-set
  • Comfortable with analytics and is insights-driven
  • Fluent communication skills in Cantonese, English and Mandarin.
  • Exceptional customer service and communication
  • Passionate about service and dealing with people
  • Comfortable and empathic when handling difficult customers
  • Adept at articulating company policies and procedures and excellent stakeholder management
  • Highly organized with good time management
Personal & Application Information

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.

Please note that with effect from 1 June 2022 onwards, all Cathay employees and contractors who work in Cathay City and all other Cathay Group Company premises in Hong Kong must have received a third dose of COVID 19 vaccine. Being tested regularly for COVID-19 is not an option. Consideration will be given to those who are unable to get vaccinated for valid medical reasons

Apply now