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Manager, Loyalty Programme

The Hong Kong Jockey ClubHong Kong

30+ days ago

Job description

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 disciplines

A 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 advantage

Excellent interpersonal, leadership and problem-solving skills

Creativity, proactive and result-oriented mindset

Proficiency in Microsoft Office (Word, Excel, PowerPoint) and Chinese Word Processing

Good attention to details, responsible, self-motivated and can work independently

Good analytical skills in resolving problems and multi-tasking

Strong leadership skills and capability to motivate the team to drive business results in proactive and collaborative manner

Proficiency in spoken and written English and Chinese

Terms of Employment

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

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Manager • Hong Kong