Digital Manager – Customer and Retail

Cathay Pacific; Hong Kong; On-site; HKD 900,000 - 1,200,000; Full time

Job summary

Cathay Pacific's Digital Department seeks a capable Digital Manager – Customer and Retail to lead partnership integration and digital initiatives supporting Cathay Lifestyle and its partner ecosystem. You will drive AI, data analytics, automation, and emerging digital technologies to enhance customer experience and business performance.

You will coordinate with stakeholders, technology teams, vendors, and external partners to define requirements, manage dependencies, and deliver tangible

Qualifications

• Degree holder in Business Administration, Information Systems, Computer Science, Engineering, or related disciplines.
• 5-8 years of digital product delivery, technology consulting, partnership integration, business analysis, or digital transformation initiatives.
• Experience managing complex cross-functional projects with multiple stakeholders, tech teams, vendors, and external partners.
• Strong understanding of digital platforms, APIs, system integrations, customer experience, and data-driven solutions.

Responsibilities

• Lead end-to-end delivery of partnership integration initiatives, onboarding and launching new partners and capabilities.
• Collaborate with stakeholders, technology teams, vendors, and partners to define requirements and deliver outcomes.
• Develop and maintain integration frameworks, governance, and best practices for faster onboarding.

Skills

Digital delivery

Partnership integration

Stakeholder management

AI & analytics

Cross-functional leadership

Customer experience

Education

Business Administration

Information Systems

Computer Science

Engineering

Tools

APIs

CRM systems

Analytics platforms

Job description

Role Introduction

Reports to: Head of Digital Customer and Retail

You will be joining in Digital Department (DGT) and be part of a dynamic environment that leverages data to drive business transformation. You will be using advanced analytics and AI to create measurable impact across operations, commercial, and customer domains.

As a Digital Manager – Customer and Retail, you will lead partnership integration and digital initiatives that support the growth of Cathay Lifestyle and its partner ecosystem.

Driving innovation through the adoption of AI, data analytics, automation, and emerging digital technologies to enhance customer experience and business performance.

Key Responsibilities

• Lead the end-to-end delivery of partnership integration initiatives, ensuring successful implementation, onboarding, and launch of new partners and capabilities
• Collaborate with business stakeholders, technology teams, vendors, and external partners to define requirements, manage dependencies, and deliver business outcomes
• Develop and maintain integration frameworks, governance, and best practices to accelerate partner onboarding and improve speed-to-market
• Act as a Digital Business Partner to Lifestyle business teams, providing advisory support on digital solutions, platform capabilities, and technology opportunities
• Identify, evaluate, and drive initiatives leveraging AI, data analytics, automation, personalisation, and emerging digital technologies to create business value
• Facilitate alignment between business and technology teams, translating business objectives into digital roadmaps, project initiatives, and solution requirements
• Support innovation activities, proof-of-concepts, and adoption of new technologies, including agentic AI and future digital capabilities
• Drive stakeholder engagement, change management, and adoption of new digital solutions across the business
• Manage project risks, issues, timelines, budgets, and delivery performance to ensure successful execution of strategic initiatives
• Monitor industry trends, market developments, and technology advancements, providing recommendations on opportunities that support Cathay's long-term digital strategy
• Foster strong relationships with internal stakeholders, partners, and vendors to support continuous growth and collaboration

Requirements

• Degree holder in Business Administration, Information Systems, Computer Science, Engineering, or related disciplines
• Minimum 5-8 years of experience in digital product delivery, technology consulting, partnership integration, business analysis, or digital transformation initiatives
• Proven experience managing complex cross-functional projects involving multiple business stakeholders, technology teams, vendors, and external partners
• Strong understanding of digital platforms, APIs, system integrations, customer experience, and data-driven solutions
• Experience in stakeholder management and the ability to influence, communicate, and build relationships across business and technology organisations
• Knowledge of AI, data analytics, automation, personalisation, digital innovation, or emerging technology trends is highly desirable
• Experience and knowledge in loyalty program and membership program is highly desirable
• Strong analytical, problem-solving, and strategic thinking capabilities with the ability to translate business needs into practical digital solutions
• Excellent verbal and written communication skills in both Chinese and English, with the ability to facilitate discussions between technical and non-technical stakeholders
• Passion for digital innovation and continuous improvement, with a strong customer and business value mindset

Personal & Application Information

Cathay Pacific is an Equal Opportunities Employer. Personal 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.