Direct Retail Specialist - Operations

Cathay 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. Across 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.

Role Introduction

Reports to Direct Retail Manager - Operations. Passionate about eCommerce, online merchandising and digital sales? Join Cathay in an Executive-level role and help drive revenue through our website and mobile app. You'll create and optimise digital campaigns, merchandise content, improve customer journeys and use data to grow conversion and sales across Europe. Helps shape the performance of Cathay’s direct retail channels across Europe by delivering locally relevant sales campaigns and content through our web and app platforms. Using Adobe Experience Manager, Salesforce Marketing Cloud and performance analytics, you will optimise the digital sales funnel, strengthen campaign execution and support the adoption of new retail features. Collaborating with regional, local and Head Office stakeholders, you will help ensure every campaign is timely, accurate and aligned with Cathay’s brand and customer experience standards. Your work will make Cathay-owned channels a preferred choice and help customers move forward through more relevant digital journeys.

Key Responsibilities

• Execute the digital sales strategy through disciplined operational planning, accurate campaign execution and cost-effective use of channel mechanics.
• Review end-to-end workflows and campaign processes continuously to improve efficiency, execution quality and speed to market.
• Collaborate with Head Office and regional stakeholders to deliver campaigns consistently and in line with global priorities and standards.
• Optimise the digital sales funnel across web and app channels to improve conversion, engagement and sustainable revenue outcomes.
• Execute targeted customer communications using Marketing Cloud, leveraging segmentation and journey capabilities to support personalised offers and promotions while creating publishing and optimising direct retail content across web, app and social channels.
• Refine promotional placement and content sequencing to guide customers from discovery to purchase.
• Analyse funnel performance to identify customer drop-off points, areas of friction and optimisation opportunities.
• Implement funnel enhancements with marketing teams while maintaining local brand and customer experience standards.
• Drive effective adoption of direct-channel tools, platform features and promotional mechanics across owned and local partner channels.
• Manage web and app content through Adobe Experience Manager, support Head Office platform updates and tool rollouts, and undertake Emergency and Accident and Crisis Response responsibilities as required.

Requirements

• Relevant degree, post-secondary diploma or certificate in Marketing, Business or a related field, or an equivalent combination of education, training and experience, is required.
• At least two years of relevant experience, with aviation, travel or tourism experience preferred but not essential, including at least two years in digital sales or a comparable enterprise environment.
• Proven campaign-environment experience, with a strong understanding of campaign timing, rollout and performance reporting.
• Strong interest in digital commerce, supported by a data-driven mindset and an interest in performance optimisation.
• Comfortable working in a test-and-learn environment with a focus on continuous improvement.
• Proficiency in Microsoft Office, including Teams, Word and PowerPoint.
• Experience with Adobe Experience Manager or a similar content management system, and Salesforce Marketing Cloud, is advantageous.
• Strong copywriting and literacy skills, with the ability to maintain brand tone and voice while tailoring content to local target segments.
• Self-driven and well organised, with effective forward-planning, prioritisation and time-management skills.
• Clear written and verbal communication, strong stakeholder management and the ability to adapt communication style, build trust, influence outcomes, foster collaboration, and operate effectively in a changing digital environment.

We believe that to move our customers forward, we must move our people forward first. Joining Cathay means unlocking a distinctive international lifestyle, supported by a foundation of excellence that respects your life both inside and outside of work.

Benefits

• Join a globally recognised airline with a strong reputation for operational excellence, safety and customer service.
• Enjoy discounted airline ticket privileges for you and eligible friends and family across the Cathay network, our world partners and a variety of other airlines, alongside additional travel benefits.
• Access performance bonuses, discretionary profit share, allowances, recognition schemes, and flexible working arrangements where applicable to your role.
• Access our Employee Assistance Programme (EAP), providing confidential support and wellbeing resources for employees and their eligible family members.
• Be part of a culture that supports continuous growth, development and internal career opportunities.
• Join employee resource groups, networks and social communities that foster connection, inclusion and belonging.

Cathay 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.