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 holder will report to Senior Manager, Loyalty Programme. This role is responsible for the implementation of Loyalty Platform and monitor the technical capabilities to ensure daily operation of the Loyalty Programme, as well as Loyalty customers experience. S/he will also be liable for daily systems operation including backend tiering, earn and burn functions, frontend customer interface and communications and support the team to establish a scalable infrastructure for continuous improvement of the program. This position requires pragmatic strong experience in digital loyalty program.

The Job

You will:

• Maintain and improve loyalty platform by conducting regular health check, Report and follow up with technical teams on all technical issues and abnormalities, and ensure solution is in place to avoid reoccurrence  
• Support line manager to identify system improvement areas and prepare system development plan, including customer touch point, service experience and operational efficiency
• Consolidate and interpret user requirements to system requirements and work with technical teams to ensure new system feature covers user needs and expectation
• Be the Loyalty technical subject matter expert to prepare conduct knowledge-sharing sessions with colleagues and provide ongoing support to ensure effective system use
• Develop, maintain and regular update system documentations, user guides and ensure internal stakeholders are capable to operate the system effectively
• Ensuring compliance with RGP and all stipulated legal requirements pertaining to wagering, thereby protecting the integrity of the Club's business
• Undertaking other duties assigned by line managers

About You

You should have

• A university degree holder in Computer Science or related field preferred
• A minimum of 5 years of working experience with exposure in CRM or digital loyalty reward programs
• Strong analytical, troubleshooting and problem-solving skills
• Detail oriented and reliable with good collaboration skills.
• Hands-on knowledge of HTML/CSS, XML, SQL, JavaScript and other programming languages
• Working experience of CRM operating systems 
• Online marketing and SEO skill

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.