Assistant Customer Growth and Experience Manager

The Department

The Customer Strategy, Insights & Innovation Division (CSII) 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 Tourist Customer Group (MMAE) is defined as “affluent or upper-middle class PRC customers” who reside in HK or are frequent visitors to Hong Kong. They are not HKJC members today. Racing has been a product created primarily for local, Cantonese-speaking HK residents. However due to the demographics change and the increasing integration of HK with China, there is an opportunity to also offer the products to PRC immigrants or visitors when they are in HK. The affluent or upper-middle class PRC customers are likely to be executives in red chip companies listed in HK, entrepreneurs, investors in HK real estate or executives in banking / professional service industries.  Greater Bay Area Cities (due to proximity) and its cities are the main focus.

The job holder reports to Deputy Executive Manager, Customer Growth and Experience. She / he is responsible for managing travel partners, performing raceday duties, organise events at both Racecourse and Off-Course Betting Branch (New Format Shops). She / he must also develop new initiatives to drive attendance to Racecourse

The Job

You will :

• Assist in implementing initiatives related to tourists especially with cross border tour bus companies, Hong Kong Tourism Board or other mass travel agencies
• Assist in implementing through-the-line marketing campaigns in a cost-effective and timely manner; evaluate and analyse the effectiveness of the programmes.
• Observe and consolidate understanding of customer behaviours to enrich segment's understanding of customer needs and preferences.
• Identify market opportunities to achieve the defined business objectives.
• Liaise with co-marketing partners to introduce horse-racing as a sport and wagering entertainment.
• Develop effective and sustainable customer loyalty program.
• 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 Line Manager

About You

You should have :

Terms of Employment

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