Location: Hong Kong, Hong Kong SAR. Click inside to apply.
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About the job
The Department
The Customer Strategy, Insights, and Innovation (CSII) Division is dedicated to cultivating customer-centric capabilities across the Club ecosystem and shaping customer strategies that drive business growth. Through a data-driven approach, the Division strives to achieve a 360-degree understanding and insights of owners, members and wagering customers, enabling the seamless design of end-to-end customer experiences across online and offline channels (Racecourses and Off-course Betting Branches). This is achieved by integrating Clubwide customer data onto a unified platform, creating a single view of our customers that empowers us to deliver personalised offers and unique experiences.
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.
Reporting to Senior Manager, Loyalty Programme and is responsible for marketing and engagement initiatives of HKJC Priority loyalty programme including but not limit to partnership management and customer communications. The role should also support to safeguard HKJC Priority branding and continuous customer experience improvement initiatives working with different stakeholders.
The Job
You will:
- Support the implementation and advancement of loyalty branding, marketing, reward communication campaigns, and event engagement programme strategies across all touchpoints to deliver an exceptional “Priority Card” customer journey and increase in customer lifetime value.
- Leverage customer data and apply insight to support the customer engagement programme to effectively tailor loyalty activities and identify improvement areas according to the programme’s key performance indicators. (KPIs)
- Support the identification of collaboration opportunities to drive various engagement opportunities with potential partners to enrich the programme attractiveness, as well as implement all tactical marketing initiatives with internal teams and external partners.
- Execute and monitor the programme budget and resources to ensure the loyalty programme operates efficiently.
- Execute the monitoring of loyalty programme performance and prepare regular reports for management review.
- Manage vendor relationships and negotiate contracts to ensure the most cost-effective and impactful reward portfolio.
- Facilitate the procurement and contracting process by liaising with legal and procurement teams.
- Work with cross-functional teams and external parties/ vendors to support customer experience enhancement collaboration.
- Ensure compliance with the Responsible Gambling Policy and all stipulated legal requirements about wagering, thereby protecting the integrity of the Club’s businesses.
- Undertake other duties as assigned by management.
About You
You should have:
- Bachelor degree in Marketing, Communications, or business-related disciplines
- A minimum of 4 years’ relevant working experience with good exposure in loyalty programme and marketing promotion. Experience in partnership outreach or negotiation would be an advantage
- Excellent interpersonal, leadership and problem-solving skills
- A creative, 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 skill in resolving problem and multi-tasking
- Strong on leadership skill and capable to motivate the team to drive business result with proactive and collaborative manner
- Proficient command of spoken and written English and Chinese
Terms of Employment
The level of appointment will be commensurate with qualification and experience.
Enquiries
We are an equal opportunity employer. Personal data provided by job applicants will be used strictly in accordance with the Club’s notice to employees and prospective employees relating to the Personal Data (Privacy) Ordinance. A copy of which will be provided immediately upon request.
Source: The Hong Kong Jokey Club
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