Deputy Executive Manager, Customer Experience Central Office

hkjc Wasit, Iraq

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Deputy Executive Manager, Customer Experience Central Office

The Hong Kong Jockey Club

Founded in 1884, The Hong Kong Jockey Club (“the Club”) is a world-class racing club that acts continuously for the betterment of our society. The Club has a unique integrated business model, comprising racing and racecourse entertainment, a membership club, responsible sports wagering and lottery, and charities and community contribution. Through this model, the Club generates economic and social value for the community and supports the HKSAR Government in combatting illegal gambling.

The Division - Membership & Customer Excellence (MCE)

The Membership and Customer Excellence (MCE) Division is responsible for delivering world-class experiences and deepening engagement across all customer segments. The team oversees operations of clubhouses, racecourses, and Off-Course Betting Branches (OCBBs), while enhancing member and owner value propositions and promoting interest in horse ownership and equestrian sports. It leads the Club’s customer experience strategy across digital and physical touchpoints, ensuring consistency, agility, and excellence. The Division also manages data strategy and governance to build a unified view of customers, enabling more personalised and impactful interactions.

The Job

Develop a 360-view of Member Segmentation across touch points based on Ownership Propensity Model, Club-wide Wagering and Ecosystem Spending in particular to look for analytical insights as well as the behavioural insights from primary research.
Derive Member Segment Strategy focusing on the high value Member groups (high ownership propensity and/or high wagering).
Develop a data-driven Segment Activation strategy to drive desired Member behaviour and outcomes.
Develop and implement insights informed CRM activations to achieve Member Segment KPI, support departmental business case and project and drive outcome of Racecourse attendance active participation and Clubhouse participation rate.
Determine the right engagement and communications by segments based on demographics and psychographics (occasion based).
Direct and guide segment-focused CRM strategies, racing-interest grooming strategies and product offerings to cultivate wagering interests, build long-term customer relationship/ loyalty and enhance customer satisfaction for long term business growth.
Build a robust relationship management model and prioritise resources on high value Members
Track and measure in an agile approach to create the maximum impact on investment
Undertake additional assignments as directed by the Executive Manager, Member Segment Management.

About You

• Min. 8 years of relevant experience in business management, CRM strategy

• Bachelor’s degree in business administration or related field

• Proven record of success in customer management including customer segmentations, best in class customer experience and loyalty programmes

• Solid experience in provision of services to different segments with sound knowledge of best practices

• Analytical and CRM techniques

• Excellent presentation and people engagement skills

• Excellent competency in both written and spoken English and Chinese

Apply Now!

We offer competitive salary and benefits packages, dynamic working environment and development opportunities.
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Equal Opportunity and Inclusive Hiring

We are an equal opportunity employer and strive to create an inclusive workplace for all. Applicants from diverse backgrounds are welcomed to apply. If you have any special needs or require accommodations during the interview process, please e-mail us via careers@hkjc.org.hk. Personal data provided by job applicants will be used strictly in accordance with the Club's notice to employees and job applicants relating to the Personal Data (Privacy) Ordinance. A copy of which will be provided immediately upon request.

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