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Senior Loyalty Programme Officer (Operation & Fulfillment)

The Hong Kong Jockey ClubHong Kong

30 天前

职位描述

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 dedicate 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 fulfillment process of HKJC Priority program by preparing regular status updates on loyalty tier, reward redemption and yearly loyalty tier renewal within internal and external stakeholders, handling all special loyalty claims including manual point adjustment, redemption refund etc, supporting the proper configuration of the loyalty platform and performing data quality checking process
Execute effective customer communication and precise information related to loyalty tier and status details, as well as reward redemption arrangement of the loyalty program across all channels on delivery of the “Priority Card” experience
Prepare documentation and reports for the loyalty program financial performance and support the respective recharge process
Monitor loyalty program operation performance and prepare regular reports for management review
Support Manager to design and implement improvement plan on the daily operation process
Work with cross-functional teams and external parties / vendors to support operation enhancement initiatives and handle UAT
Prepare documentation (briefing note, scoring method, cost breakdown) and raise Request for Quotation / Tender / Proposal to Procurement to solicit external vendors for purchase order
Handle quotation / invoice and follow up payment process upon goods / services delivery
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 or post-secondary qualifications in business-related disciplines

A minimum of 6 years relevant working experience with good exposure in marketing operations and logistics management. Related experience in customer loyalty program would be an advantage

Experience in operation of the marketing tools including CMS, CRM, HTML, loyalty package would be a plus

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 skills in teamwork with proactive and collaborative manner

Good interpersonal and communication skills with proficient command of spoken and written English and Chinese

Candidate with less experience will be considered as junior role

Terms of Employment

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

Enquiries

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Senior Officer • Hong Kong