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Retail & Ecommerce Transformation Manager

  • CRR - Customer Relationship & Retail
  • Hong Kong Special Administrative Region of China
  • Cathay Pacific
  • Application Deadline
    27 Oct 2021
Role Introduction

Reports to: Head of Retail, eCommerce & Travel Partnerships

This position will work closely with IT and cross-departmental stakeholders and lead the team on successful implementation of the required developments on the retail platform to support the latest retail strategy for curating thoughtful products and experiences that move customers forward on their journey, through an easy shopping experience.

Key Responsibilities

  • Act as the squad leader of Cathay shop who is responsible for overseeing the overall implementation of required platform enhancements to ensure it is delivered on budget, on time and achieve the planned objectives under the corporate retail vision.
  • Work with other retail squad leads and different extensive business units including CED, BIM, ISD etc to identify business needs for improving and optimizing the platform with reference to customer experience design strategies and principles
  • Work with product owner and IT PVT teams on different initiatives, functional and non-functional enhancements in driving all planning and implementation activities, identifying milestones, resources, dependencies and risk mitigation.
  • Coordinate with internal and external stakeholders to define detailed business requirements and use cases for enhancing our e-commerce shopping and fulfilment experience.
  • Facilitate focus group with internal and external customers to generate insights for supporting the initiatives.
  • Conduct end-to-end business process review, identify improvement opportunities and map out the to-be business processes with the new technology deployed.
  • Coordinate with product owner on change-management and engagement efforts with various stakeholders to facilitate effective cutover to the new operational processes.
  • Provide support to the retail & e-commerce team to transition into the new process, and establish KPIs that regularly track our progress in delivering our retail vision.
  • Communicate business updates with key stakeholders at different levels (e.g. Annual and quarter retail business review meetings, different working group and departmental briefings).
  • Support on the transition for agile retail transformation
Requirements

  • Bachelor’s degree in Business, eCommerce or relevant discipline
  • 5+ years of eCommerce and/or project management experience
  • Strong understanding of platform capabilities and touch point optimisation technology
  • Understanding of ancillary products, trend, best practice and technology
  • Excellent leadership skills to motivate and achieve results through the working groups
  • Solid experience in making data-driven decisions, with ability to interpret data, create executive summaries and deliver business insights
  • Experience of utilising online analytics data to optimise sales and customer behaviours and experience will be an 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 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 December 2021, all employees must be vaccinated in order to access Cathay City and all other Cathay Group Company premises in Hong Kong. Consideration will be given to those who are unable to get vaccinated for valid medical reasons.

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