Member & Customer Excellence

TURNING INSIGHT INTO EXCEPTIONAL EXPERIENCES

At The Hong Kong Jockey Club, our Membership & Customer Excellence Division is dedicated to creating meaningful and lasting relationships with our members and customers. Bringing together expertise in customer acquisition, engagement, communications, product development, experience design and data, we transform insight into exceptional experiences that strengthen loyalty, deepen connections and create value at every stage of the customer journey. Through a customer-centric and data-driven approach, our teams shape personalised experiences and innovative solutions that help define future of engagement with the Club.

MEMBERSHIP

Across Membership Strategy and Operations teams, we aim to build lasting relationships with members through exceptional experiences, meaningful engagement and a deep understanding of their needs. By bringing together membership development, experience programming, member intelligence and marketing, the team creates innovative initiatives that enhance the value of membership and strengthen loyalty. This is delivered in our clubhouses and venues, through F&B offerings as well as a diverse range of lifestyle and recreational experiences. We also nurture our members’ passion and love for horses through engagement around racing and horse ownership.

CHANNELS

Through our digital, retail and telebet channels, we deliver exceptional wagering experiences that connect customers with the Club.  Across these touchpoints, the team drives customer acquisition and activation, nurtures interest in racing, football and Mark Six, and develops programmes that deepen customer engagement.  By leading channel innovation and transformation, we create a more seamless and customer-centric journey, and supporting the Club’s long-term business growth.

DIGITAL and DATA

The Club engages with its customers through a range of digital platforms, through which we deliver simple, intuitive and compelling journeys for our customers to discover, engage and interact with the Club. From designing world-class digital journeys, to building enterprise-wide capabilities/ platforms and fostering innovation, the team provides a cutting-edge experience that adapts to continuously evolving customer needs.

Data is at the heart of innovation, growth and customer excellence. Our Data Office brings together experts in data strategy, governance, analytics, engineering and AI to transform data into actionable insights that drive business value. From building enterprise-wide data capabilities and fostering data literacy, to developing advanced analytics solutions, the team empowers every part of the Club to make smarter, faster and more informed decisions.