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 Job

We are seeking a highly skilled and motivated Assistant Digital Experience Manager specialized for our e-Channels. As an Assistant Digital Experience Manager, you will be responsible for driving the development and execution of digital strategies to enhance the overall customer digital experience, improve the customer journey profile, induce customer acquisitions, and increase online to offline penetration. This is a dynamic role that requires a strong understanding of our betting services, agile methodologies, and customer-centric approaches.

You will:

• Support the management in delivering user-centered digital application projects across the Club’s range of digital channels, including mobile app, website, e-commerce and cross-media platforms.
• Collaborate with cross-functional teams to define and develop effective customer experience for our digital channels, with a focus on customer journey profile and their activeness.
• Serve as the Agile Product Owner for assigned projects, ensuring alignment with the overall product vision and strategy. Define and prioritize product backlog items based on business value, customer needs, and market trends.
• Drive agile ceremonies such as sprint planning, backlog refinement, and product demos to ensure efficient and effective product development.
• Act as a liaison between business stakeholders, vendor, development teams, and other relevant departments. Gather and analyse feedbacks, requirements, and insights from stakeholders to plan out the product requirement.
• Continuously assess the customer journey profile and identify areas for improvement. Collaborate with UX/UI designers and development teams to implement enhancements that optimize the overall digital experience.
• Assist in defining strategies and initiatives to drive customer activeness, loyalty, and create cross-selling opportunity. Work closely with Segment team and Retail to execute targeted campaigns and promotions.
• Identify opportunities to drive customer activeness by analysing the first-hand information and rapid shifts of market trends, competitive landscape, and customer interests

About You

You should have:

• A bachelor degree or above in Business, Information System, Digital Design or other relevant disciplines.
• At least 5 years of proven working experience in Consulting / Digital Business product development
• Proven experience as an Agile Product Owner or similar role within the online industry or related fields.
• Solid working experience within an agile team on digital products implementation
• Excellent communication skills with the ability to effectively collaborate with cross-functional teams and stakeholders at all levels.
• Proficiency in both English and Chinese languages, with excellent speaking and writing skills.
• Proficiency in user requirement writing and visualisation is a must
• An excellent working attitude, self-motivated and being a team player
• Knowledge in Horse Racing and/or Football betting is a definite advantage
• Understanding in latest digital trend, including Gamification and Artificial Intelligence is a plus
• Passion for continuous learning and keeping up-to-date with industry advancements and emerging technologies.
• A portfolio demonstration during the interview
• Candidate with less experience will be considered as Senior Digital Experience Officer, Digital Exp & Innovation.

Terms of Employment

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

How to Apply
Please fax/mail your resume, complete with expected salary and job reference 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.