Assistant Customer Insights Manager (Research)

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.

Reporting to the Senior Manager, Customer Research & Insights, Assistant Customer Insights Manager is responsible for supporting the development and implementation of Club-wide research programs across key customer journeys for Owners, Members and Public. S / he will be responsible for supporting the collection, analysis and reporting of customer feedback and insights from all customer touchpoints and providing insights for improvement in customer experience and service offerings

The Job

You will :

Coordinate with cross-departmental teams to design and implement customer research projects and collect customer feedback; summarize customer feedback and findings with standardized reports.

Design and implement customer research projects across multiple customer touchpoints including digital channels, racecourses and off-course betting branches etc.

Support in the development of research tools and methodologie that allow regular and quick feedback from customers to inform product design and customer experience improvement.

Analyse surveys and research data in order to identify trends and patterns that will inform improvement in customer experience.

Assist in developing and monitoring a customer satisfaction score to track customer satisfaction level across the Club.

Create regular reports and presentations on research findings and customer feedback for management and operational departments for continuous improvement in customer experience

Support in conducting quantitative surveys and focus groups to gather customer feedback, preferences and insights. Engage and manage external vendors on research implementation.

Work closely with Business Intelligence and Data Analytics departments to analyse research insights with reference to business performance.

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 Line Manager.

About You

You should have :

A University degree in Business Administration, Marketing, Statistics or related disciplines

A minimum of 5 years in experience in customer research and analytics.

Knowledge of quantitative and qualitative research techniques and methodologies

Strong business acumen and sensitive to consumer market trends

Strong customer service and interpersonal communication skills

Familiarity with various analytic tools / languages such as SQL, Python, SPSS, SAS, R, VBA, Tableau and Alteryx

Fluency in written and spoken English and Chinese

Solid understanding of independent consumer research and analytics

Ability to synthesize research findings for report preparation, establish and maintain accurate records and reports

Ability to work extensively with analytics tools to provide actionable insights on marketing, business performance and trends

An innovative, energetic, persistent, and independent character

Good team player in managing internal and external business partners

Terms of Employment

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