Requisition ID: 2646

Assistant Clubhouse Manager

Job Summary

The job holder will be responsible for creating operating model, simulation planning for the all the customer services operations and guest relation management. The role will require close co-ordination with various stakeholders, to ensure high quality customer services delivery, service innovation, productivity improvements and operation effectiveness, and increased racing participation through generating greater customer satisfaction.

Major Tasks

Design and implement the Customer Services (CS) operating model for events held, including guest relations and direct management of other Customer Service roles.
Develop a comprehensive Customer Experience (CE) strategy and framework, working with cross-functional teams such as Segments, Branding & Marketing, Customer Growth & Experience, Security, Facilities Management (FM), and Catering to establish best practices, standards, and policies for high-quality service delivery.
Define CE touchpoints to enhance customer branding perception, drive greater satisfaction, and align with customer preferences, needs, and expectations.
Develop service level agreements (SLAs) to ensure reduced response times and high customer satisfaction, reflecting industry best practices.
Oversee CS operations on RD and NRD to ensure service delivery aligns with SLA standards and business objectives.
Design and implement a CRM structure and strategy, including systems to capture service metrics, customer feedback, and trends to identify improvement opportunities.
Develop and execute customer satisfaction surveys, analyze results, and implement actionable insights.
Provide voice and feedback to internal teams, to address customer needs, improve overall satisfaction, sustain customer interest and enhance long-term relationships.
Create and execute a master training plan for CS functions, including train-the-trainer programs, assessments, certifications, and onboarding processes.
Provide input on training for other frontline service functions (e.g., Catering, Security, FM) to ensure a consistent service tone and high-quality delivery across all customer touchpoints.

Education

Bachelor degree in Business Administration, Marketing & Management or customer or programme management related disciplines.

Qualifications

Experience

A Minimum of 15 years in customer service operations experience with experience in customer research and application of customer-based design principles on omni-channel customer experience in PRC and overseas, and previous experience in mass recruitment and training of part timers in the local hospitality industry is a must.
Proven experience in customer experience management, voice of customer programs, consumer insight, market research or a similar customer-centric industry.
Demonstrated leadership abilities and a track record of successfully leading cross-functional teams and driving organizational change.