{"id":2603689,"url":"https://alion.io/job/cathay-pacific-membership-programme-and-operations-manager","title":"Membership Programme and Operations Manager","company":{"id":96209,"name":"Cathay Pacific Airways","domain":"cathaypacific.com","url":"https://alion.io/company/cathay-pacific","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Career site","truth_index":{"grade":"B","score":80,"open_postings":10,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":15,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Management","role_family":"Management","seniority":"staff","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Shenzhen, China"],"countries":["CN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":39000,"max_usd":85000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1333},"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-07-06T16:00:00Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-30T12:40:00Z","board_verified":true,"closed_at":null,"days_open":115,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":114},"description":"Company Description\nIssued by:\nAsia Miles by Cathay\nCathay is a premium travel lifestyle brand based in Hong Kong, bringing people closer to the places, experiences and opportunities that matter to them. Our purpose - to move people forward in life - begins with our own people.\nAcross our airlines, cargo and lifestyle businesses, it is our people who turn journeys into experiences and ambition into progress. Joining Cathay means being part of a global and inclusive community, driven by thoughtful care, progressive attitude and a can-do spirit - and supported to grow through a meaningful career that moves with you.\nIf you are seeking an opportunity to take flight, let your ambitions propel you higher and further. Make Your Career Move, together with Cathay.\nNotes：\n1.All Chinese mainland based positions are subject to local terms and conditions.\nRole Introduction\nThe Membership Programme & Operations Manager is responsible for leading and optimizing our membership initiatives. This role is pivotal in driving member engagement, streamlining operational processes, and ensuring the overall success of our membership programs. The role ensures the smooth delivery of all membership benefits, lifecycle operations and programme enhancements.\nThis position will drive operational excellence, data accuracy, and process optimisation to enhance members’ journey from acquisition to engagement and retention. Acting as a central coordination point for CRM, Brand, Customer Experience, IT, and regional teams, the role plays a critical part in uplifting the Cathay membership experience and operational readiness of new propositions, campaigns and system enhancements.\nKey Responsibilities\nMembership Programme Strategy & Proposition Development\nDefine and evolve the long-term strategic roadmap for the Cathay membership programme, informed by customer insights, commercial performance, and market trends.\nPartner with Proposition, Lifestyle, Brand and other stakeholders to shape the future value proposition, including benefits design, tier evolution, and new programme features.\nDevelop frameworks to assess member value, segment opportunities, and future-ready programme enhancements.\nLead strategic planning cycles to ensure alignment with enterprise-level customer and commercial strategies.\nMember Lifecycle Management & Operations\nLead the ongoing development of the Cathay membership programme, including tiering, benefits, rules, and programme features.\nDefine and optimise the end-to-end member journey from acquisition to retention, ensuring a consistent and high-quality experience across all touchpoints.\nOversee lifecycle campaigns, trigger journeys, member engagement initiatives, and recognition moments that reinforce tier value.\nManage day-to-day membership programme operations across digital and physical channels.\nMonitor and optimise key performance metrics including active member ratio, retention, tier distribution, unsubscription rate, programme profitability, and commercial impact.\nEvaluate programme competitiveness and recommend enhancements to maintain relevance and long-term appeal.\nMonitor tier progression, benefit utilisation, member satisfaction, and cost performance, and improve tier clarity and differentiation.\nMaintain programme documentation, SOPs, and process maps, ensuring compliance with policies, audit requirements, and data governance standards.\nProcess Optimisation & Systems Enablement\nIdentify and drive opportunities to streamline membership-related processes to improve efficiency and member experience.\nPartner with IT and Digital teams on system enhancements, automation, UAT, business case development, and rollout of new tools.\nEnsure operational readiness for new membership propositions, benefit structures, and programme updates, with global alignment on standards and communications.\nData, Reporting & Vendor Management\nEnsure accuracy and integrity of member and partner data across systems and operational workflows.\nSupport reconciliation, billing, and reporting processes in partnership with Finance.\nManage vendors supporting membership fulfilment, data operations, system support, and customer servicing.\nBudget & Administration\nSupport budget planning, forecasting, cost tracking, procurement processes, vendor contracts, and operational documentation.\nPeople Development & Performance Management\nLead, coach, and motivate the team to deliver strong performance and foster collaboration.\nBuild a capable organisation with the right structure, talent, and succession pipeline aligned with Head Office direction.\nMentor direct reports, promote continuous feedback, and support employee development through targeted learning opportunities.\nEnhance employee engagement and experience in line with role expectations and Cathay’s internal brand promise, leading by example in accordance with core values.\nRequirements\nUniversity degree in Business, Marketing, Customer Strategy or related discipline.\nMinimum 10 years of experience in loyalty programmes, membership strategy, CRM, lifecycle management or customer value management.\nExperience managing membership tiers, benefits, earn/burn logic or customer journeys preferred.\nDemonstrated capability in programme or lifecycle design, proposition development and cross-functional project delivery.\nStrong understanding of loyalty economics, consumer behaviour and member value modelling.\nDeep customer-centric mindset with strong sense for member needs and expectations.\nStrategic thinker with ability to translate insights into programme enhancements.\nHighly collaborative with strong influencing skills across cross-functional and regional teams.\nStrong analytical mindset; comfortable with data and performance measurement.\nExcellent communication and storytelling skills for explaining programme concepts and changes.\nOrganised, detail-oriented and capable of managing multiple initiatives in a dynamic environment.\nFluent in English; Chinese preferred.\nPersonal & Application Information\nEqual Opportunity\nCathay Pacific is committed to fostering an environment that values Diversity, Equity, Inclusion and Belonging. As an equal opportunity employer, we are committed to attracting and hiring qualified individuals from diverse backgrounds, experiences and abilities. We strive to create a respectful, inclusive workplace free from discrimination, harassment and bullying.\nPrivacy\nPersonal 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.","description_format":"text","description_chars":7027,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Equity"],"hiring_locations":[{"name":"Hong Kong","iso":"HK","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Commercial Aviation"],"lifecycle":[{"event":"open","at":"2026-10-15T08:55:04Z"}],"visa":[],"liveness":{"score":8,"band":"cold","label":"Long shot","p_open":1,"p_active":0.299,"p_room":0.28,"age_days":115,"expected_fill_days":15,"reasons":["conf:1","stale_co","velocity","win:tail","crowd:"],"computed_at":"2026-10-30T05:48:23Z"},"pay":null,"html_url":"https://alion.io/job/cathay-pacific-membership-programme-and-operations-manager","json_url":"https://alion.io/job/cathay-pacific-membership-programme-and-operations-manager.json","meta":{"generated_at":"2026-10-30T14:32:51Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2027,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-31T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":96209},"rest":"https://alion.io/mcp/rest/get_company?id=96209"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcathay-pacific-membership-programme-and-operations-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcathay-pacific-membership-programme-and-operations-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcathay-pacific-membership-programme-and-operations-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/cathay-pacific-membership-programme-and-operations-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcathay-pacific-membership-programme-and-operations-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2603689}},{"tool":"search_jobs","arguments":{"company":"cathaypacific.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2603689},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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