Assistant Manager, the Marco Polo Club 

Department: Marketing

Reports to: Marco Polo Club Manager

Marco Polo Club is the loyalty programme of Cathay Pacific and Cathay Dragon that is designed to reward our most valuable customers with benefits and services that enhance their travel experience.

An exciting and rare opening now exists for an experienced professional with strong commercial and customer facing background to join the Member Relations team.

The member relations team is the “Face of the Marco Polo Club” and looks after overall member relations with the objectives to:

• Build brand loyalty amongst high value members
• Proactively engage with members to build relationship and to impact on loyalty behaviour e.g:
  • High-value members to continue flying with us and consolidate their business and leisure trips with us
  • defecting members to give back their business to the CX Group
  • disrupted members to be proactively engaged for service recovery
  • potential members to increase their flying with us and become high value members

The successful candidate will be an experienced professional in customer services and customer relations who is comfortable negotiating and influencing frequent Business Travelers on the ground but also a motivated, driven ‘doer’ who is happy to roll their sleeves up and lead the frontline team by example to drive recognition and recovery when needed.

Key Responsibilities:

This is an important member facing operational role who:

• represents Cathay Pacific and its loyalty programme to meet and meet Marco Polo Club members
• establishes handshakes with all frontline departments to ensure a consistent premium experience is delivered to our high value members across all touch points
• handles cases proactive and reactive cases that as designated by CX Senior Management, Manager Loyalty Marketing and the Club Manager
• provides high-value members with surprise and delights initiatives such as commercial follow up from the Marco Polo Service Centre (cases beyond simple member servicing e.g. mileage redemption, club proposition enquiries, lounge access arrangements, tier enquiries and authorised exceptions, flight bookings, etc.), meeting flights, calling members who have been disrupted to offer apologies and turning the situation into a positive experience
• assists the club manager with case investigation and liaises with cross-departments that can take up to 2-3 days per case depending on the complexity
• performs administrative work of member relations team including unpublished benefits and other servicing at airport and briefing of Marco Polo Club initiatives to the Marco Polo Club service desk and Airport frontline staff

• offers surprise meet-and-greet on behalf of the club manager with high value members
• is the Acting Club Manager when he/she is away
• provides proactive service recovery for major disruptions
• drafts responses for the club manager

Requirements:

• University degree with minimum of 5 years customer facing experience 
• Excellent interpersonal skills with positive thinking and customer orientation
• Excellent command of both spoken and written English and Chinese; conversational Putonghua is an advantage
• Proven experience in handling difficult customer cases and writing professional business correspondence is essential
• Polished communication, negotiation and influencing skills
• Mature, with strong analytical and problem solving skills
• Good listening and probing skills to identify and understand the needs of the customer
• Able to work under pressure and meet tight deadlines
• Good team player with an ability to work independently
• Knowledge in aviation or airline reservations systems also advantageous.
• Proficient in MS Office and Chinese Word Processing

Competencies:

• Analysis and Problem Solving
• Customer Focus
• Accountability
• Continuous improvement and Innovation
• Communication
• Interpersonal Effectiveness

The successful candidate will be working in the Hong Kong international Airport (inside Cathay Pacific Business and First Class Lounges)

Application deadline:  5 Dec 2016