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 Customer Growth and Experience will drive the overall segment strategy and customer experience & loyalty, segment business and revenue, and customer loyalty of the Club. To create a bigger impact, in addition to driving the wagering turnover and customer growth, the mission for the department includes nurturing members into owners, grooming new segment to become members, grooming public segments to grow wagering base and moving customers up the tiers. A dedicated team on Customer Loyalty is setting up to drive customer activeness and spearhead a sophisticated Earn & Burn mechanism for our Loyalty Programme.
The Job
You will :
- Be responsible for marketing and engagement initiatives of HKJC Priority loyalty program and coordinate activities with different internal and external stakeholders
- Support on business case and engagement plan, as well as the implementation of all tactical marketing initiatives with internal teams and external partners
- Identify market opportunities to drive joint promotion opportunities with new and existing partners to enrich the program attractiveness
- Plan and execute an effective customer communication and branding position across all channels on delivery of the “Priority Card” experience
- Monitor loyalty program performance of marketing initiatives, recruitment and engagement, and prepare regular reports for management review
- Work with cross-functional teams and external parties / vendors to support customer experience enhancement initiatives
- 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 management
About You
You should have :
Bachelor's degree in Marketing, Communications, or business-related disciplinesA minimum of 8 years’ relevant working experience with good exposure in branding & communications and marketing promotion. Experience in partnership or customer loyalty program would be an advantageExcellent interpersonal, leadership and problem-solving skillsCreativity, proactive and result-oriented mindsetProficiency in Microsoft Office (Word, Excel, PowerPoint) and Chinese Word ProcessingGood attention to details, responsible, self-motivated and can work independentlyGood analytical skills in resolving problems and multi-taskingStrong leadership skills and capability to motivate the team to drive business results in proactive and collaborative mannerProficiency in spoken and written English and ChineseTerms of Employment
The level of appointment will be commensurate with qualification and experience.