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 Department of Customer Growth and Experience formulates and executes on/offline business strategies to create awareness, encourage participation, build customer loyalty, and shape good wagering experience for customer with an ultimate aim of increasing penetration and wagering turnover. Racecourse being one of the core offline touchpoints in the grooming strategies, Customer Growth and Experience (Public) continues to develop new racecourse venue that provide solutions to attract emerging customer.

The job holder reports to Deputy Executive Manager, Racecourse Digital Venues and is responsible for leading a Customer Relationship team to recruit target customers for different grooming programs and wagering activities. The team has to deliver high quality customer experience to sustain customer engagement and growth.  It is one of the contributors in formulating racecourse customer experience for different customer sub-segments.  

The Job

You will:

• Work closely with Customer Services & Operation, Event, Catering and other service teams to develop world class customer experiences for young customer venues in racecourse.
• Formulate recruitment tactics with the team to fill racecourse venues & events with target customers.
• Manage daily operation of the team. Coaches them on customer relationship development skills and knowledge.
• Engage high-net-worth individual (HNWI), cooperation and association to formulate strategies and boost public venue utilisations. Explore potential partnership on customer acquisitions and public venues offering uplift.
• Prepare management reports about customer development programs and KPIs.
• Provide dedicated customer services in public venues in racecourses during race meetings.
• 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:

• A Bachelor Degree in any disciplines
• A minimum of 7 years’ solid experience in customer-facing environment such as airline and hospitality industry, 3 years of which at team leading position
• Excellent communication skills, out-going personality and work and think as a team
• Strong customer services knowledge and proficient understanding of young customer wagering behavior
• Good writing skills in both English and Chinese
• Computer literacy with Microsoft Word, Excel, and PowerPoint
• Flexibility to work on weekends, public holidays, and at night time at racecourse
• Interest and knowledge of horse racing a definite advantage

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 request.