The Department

The Customer Strategy, Insights, and Innovation (CSII) Division is dedicated to cultivating customer-centric capabilities across the Club ecosystem and shaping customer strategies that drive business growth. Through a data-driven approach, the Division strives to achieve a 360-degree understanding and insights of owners, members and wagering customers, enabling the seamless design of end-to-end customer experiences across online and offline channels (Racecourses and Off-course Betting Branches). This is achieved by integrating Clubwide customer data onto a unified platform, creating a single view of our customers that empowers us to deliver personalised offers and unique experiences.

The Customer Growth and Experience will drive the overall customer group strategy and customer experience & loyalty, business and revenue, and customer loyalty of the Club. To create a bigger impact, in addition to driving the wagering turnover and customer growth, the mission for the department includes nurturing members into owners, grooming new customers to become members, grooming public customers to grow wagering base and moving customers up the tiers. A dedicate team on Customer Loyalty is setting up to drive customer activeness and spearhead a sophisticated Earn & Burn mechanism for our Loyalty Programme.

The job holder reports to Senior Manager, Customer Growth & Experience (Traditional Mass). S/he is responsible for delivering and/or ensuring a standard customer service is delivered at our Racecourses.

This position requires a highly customer-centric talent who is a strong team player and with organized operational skill.

The Job

You will:

• Support Line Manager in implementing customer strategies in line with Club's objective and uplift overall customer satisfaction at Racecourses.
• Ensure seamless and efficient racecourse operations in collaboration with cross-functional teams.
• Develop and execute action plans to improve operation productivity and mitigate potential operation risk.
• Respond and resolve customer service issues promptly and effectively.
• Conduct briefing, training and coaching for part-time staffs to maintain high service standards and accurate product knowledge.
• Translate voice-of-customer into actionable insights or management attention to improve racecourse experience.
• Handle administrative duties, including pre-sale operation, inventory management, sale reporting and other raceday-related tasks
• Ensure compliance with Responsible Gambling Policy and all stipulated legal requirements pertaining to wagering, thereby protecting the integrity of the Club’s businesses.
• Undertake other duties as assigned by Line Manager.

About You

You should have:

• Degree or above in any disciplines
• A minimum of 4 years’ solid experience in customer facing environment, such as airline and hospitality industry
• Excellent interpersonal and communication skills in both English and Chinese
• Ability to be outgoing, proactive, customer-focused and detailed-oriented
• Ability to work on racedays in both Happy Valley and Sha Tin Racecourses

Terms of Employment

The level of appointment will be commensurate with qualification and experience.

How to Apply

Please send your resume, complete with expected salary and job reference by clicking the Apply Now button or to:
Fax: 2966-5770
Mail: The Human Resources Department, The Hong Kong Jockey Club, 1 Sports Road, Happy Valley, Hong Kong

We are an equal opportunity employer. Personal data provided by job applicants will be used strictly in accordance with the Club's notice to employees and prospective employees relating to the Personal Data (Privacy) Ordinance. A copy of which will be provided immediately upon requested.