Assistant Manager Customer Experience - Lounge Product

Role Introduction

Reports to: Customer Experience Manager – Lounge Portfolio

The role is part of a global team in our Customer Experience & Design (CED) department who aim to refine, invest and improve in the areas that we know matter most to our customers, that reflects our Move Beyond promise: one that is consistent and reliable.

As the Assistant Manager Customer Experience – Lounge Product, you are responsible for development of CX-owned lounge product across our network, from initial stage to completion of project. This includes defining the requirement of an owned lounge product, business case preparation, overseeing interior design, sourcing consultancy and construction service providers, closely monitoring the progress of the project and handing-over the lounge to operator.

You will also coordinate closely with both Lounge Dining and Hospitality team, as well as Airport Service Delivery Team from business case to hand-over to operators. Other than project management, he/she will be responsible to explore partnership and any new innovative ideas to maintain freshness, enhance customer proposition as well as strengthen the brand.

Key Responsibilities

• Responsible for CX-owned lounge product across our network, which consists of our lounges at HKIA, 13+ CX solely owned lounges and 1 co-developed lounge
• At planning stage, conducting business case analysis to define requirement of an owned lounge at outports based on both customer and business sustainability perspectives. The design requirements should be customer-centic
• Conduct forecast for usage and define the required space and product features of an owned lounge at each outport
• Responsible for business case preparation for project CapEx and 10-year OpEx by collaborating with appropriate internal stakeholders such as F&B and Hospitality team, Service Delivery team and technical & property services team
• Guide and oversee the lounge layout for every new lounge, refresh and renovation project including seating arrangement/capacity, F&B feature, shower and lavatory facilities, and BOH areas which follow internal design and brand guidelines
• At tender stage, working with Procurement on sourcing process including RFP preparation, tender interview, negotiation, and contract finalisation. At construction stage, selecting and monitoring the performance of PM, consultants, furniture & interior product providers, and contractors
• Monitor the PR/PO issuance and closing to ensure the purchase is based on the agreed specification and price, as well as the purchased good is delivered correctly and payment is settled as per agreement
• Ensure project deliverables are completed on schedule and within budget by following up with local CX team, local PM and contractors through weekly conference calls
• Closely monitoring during construction period with support from local CX team and make occasional site visit as required. On-site acceptance and defect check before opening to ensure the lounge meets CX standards and is completed according to the design intent
• Integration with Corporate Affairs team, Marketing team, Hospitality team, and Airport Service Delivery team for opening preparation

Requirements

• Bachelor's degree in a relevant field, such as business administration, hospitality management; architecture, interior design or service design in retail and hospitality
• At least 4 years of experience in a similar role, with a proven track record of managing and delivering complex projects.
• Excellent project management skills, with construction projects an advantage.
• Ability to conduct numerical analysis.
• Able to manage and maintain a good relationship with internal stakeholders, service providers and contractors.
• Possess strong writing and communication skills, in order to facilitate communication with outports and prepare business cases.
• Self-reliance to liaise with internal business units and external vendors at all levels.
• Expertise in layout and space planning, with design background an advantage.
• Previous project experience related to interior design, hospitality and retail also an advantage.
• Being customer-oriented, with attention to detail and possesses aesthetic sense.

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.