Assistant Manager – Customer Experience (Ref: CEx–AMCEx)

Role Introduction:

The position supports the Senior Manager – Customer Experience in driving customer experience, CRM, customer insights and business development initiatives for HKBAC’s premium service offerings. The role helps translate customer feedback, service data and market intelligence into service enhancement initiatives and tailor-made offerings with revenue potential.

Job Duties:

• Work closely with the Senior Manager – Customer Experience to drive customer experience strategies, CRM initiatives, service enhancement projects and business development initiatives for premium service offerings.
• Develop customer insights through feedback analysis, service data review, customer profiling, market intelligence and movement pattern analysis, with particular focus on Mainland Chinese clients and premium service users.
• Identify customer needs, service gaps, business opportunities and improvement areas across key customer touchpoints, and recommend actions to enhance customer journey, service quality and revenue opportunities.
• Support the development of tailor-made service offerings, personalised service approaches, upselling opportunities and cross-selling initiatives for key customer segments, including VIP customers, frequent travellers, corporate clients and aircraft operators.
• Maintain and strengthen relationships with customers, aircraft operators, business partners and internal stakeholders to support long-term customer engagement and service development.
• Coordinate with internal departments to ensure smooth implementation of customer experience initiatives, new service offerings and related follow-up actions.
• Prepare management reports, presentation materials, customer insights and market analysis to support service planning, performance review and decision-making.
• Perform ad hoc duties and projects as assigned.

Requirements:

• Bachelor’s Degree in Business Administration, Hospitality Management, Aviation, Marketing, Communications or related disciplines.
• Minimum 5 years of relevant experience in customer experience, customer relations, account servicing, hospitality, aviation, luxury services, CRM, sales support, business development or related customer-facing functions.
• Good command of spoken and written English and Chinese; fluent Cantonese and native-level Putonghua proficiency
• Good understanding of Mainland Chinese clients’ preferences, expectations, business etiquette and service habits.
• Strong customer service mindset with excellent interpersonal, communication, presentation and stakeholder management skills.
• Good business sense and analytical capability, with the ability to interpret customer feedback, service data, market information and usage trends.
• Proactive, detail-minded and well-organised, with the ability to manage multiple priorities independently and coordinate with cross-functional teams.
• Familiarity with CRM practices, customer segmentation, customer profiling, market analysis and service personalisation would be an advantage.
• Proficiency in Microsoft Office applications, including Word, Excel and PowerPoint.
• Candidates with more experience will be considered as Manager – Customer Experience.