Manager, System Planning & Development (Loyalty Programme)

The Department

The Customer Strategy, Insights and Innovation (CSII) Division identifies and leads the customer journey for all stakeholders across the Club ecosystem. The Division centralises the Club’s customer understanding and insights across owners, members and wagering customers, striving for innovation via our Digital and Retail channels. Through enhanced data provision & insights, and online / offline customer strategies devised, improve the channels’ and customer groups’ ability to enhance customer experience, drive wagering turnover and groom customers up the tiers.

The Job

You will :

• Develop and implement a strategic project management framework for the Clubwide Loyalty (CWL) Platform, including assessing the current situation, conducting gap analysis, gathering requirements and fostering effective collaboration with IT teams and System Team and vendors for successful project execution and ensure the required loyalty functionality of the loyalty platform
• Monitor and evaluate the progress of CWL related system project plans, ensure adherence to timelines, budgets and quality standards. Prepare and present status reports during regular meetings
• Facilitate high-level meetings with IT teams, Digital Experience and Innovation Team (DEI), external consultants at various stages of projects. Drive business process flows, identify pain points, and recommend areas for improvement like customer touch point service experience and operational efficiency.  Oversee key milestones and addresses challenges proactively
• Apply market practices and trends related to CWL Platform, provide strategic inputs and foresights to anticipate needs and opportunities for enhancement
• Collaborate with business stakeholders to capture and prioritize business requirements on CWL. Act as the bridge between business and IT to translate requirements to functional specification designs and to proceed technical implementations
• Oversee and coordinate CWL project key processes including requirement sign-off, vendor tendering, implementation progress meetings, training and roll-out documentation. Ensure efficient and effective execution of these processes to drive successful project outcomes
• Work closely with Data and IT team to deliver quick time-to-market and optimal resources through assisting on user cases, conduct workshops or user guidelines and act as the co-ordinator for testing preparation and execution.  Keep track of the overall testing process across different business stakeholders and report status
• Support incident management process, collaborate with stakeholders to promptly resolve CWL related system issues and mitigate risks
• Ensure compliance with Responsible Gambling Policy (RGP)  and all stipulated legal requirements pertaining to wagering, thereby protecting the integrity of the Club’s business
• Undertake other duties as assigned by supervisors

About You

You should have :

Terms of Employment

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