Executive Manager, Customer Experience

About the Membership and Customer Excellence Division
The Membership and Customer Excellence Division is responsible for delivering world-class experiences and deepening engagement across all customer segments. The team oversees operations of clubhouses, racecourses, and Off-Course Betting Branches (OCBBs), while enhancing member and owner value propositions and promoting interest in horse ownership and equestrian sports. It leads the Club’s customer experience strategy across digital and physical touchpoints, ensuring consistency, agility, and excellence. The Division also manages data strategy and governance to build a unified view of customers, enabling more personalised and impactful interactions. 

Job Summary
Reporting to the Head of MCE Business Planning, the job holder will lead a team to drive on-going Customer Experience (CX) Central Office and the development of Customer Experience Transformation to harmonize and elevate the Club-wide customer experience guide, co-create, and uphold the overall experience vision in partnership with product, channel, and segment teams to ensure experience consistency across all touchpoints.  The CX Central Office performs as a centralised layer to define a unified CX blueprint, oversee progress and delivery and systematically leverage data to analyse feedback to improve experience across channels.  The team will also perform the following functions:

• Customer Experience Transformation (CX) Strategy Development
• CX Transformation Strategy Implementation & Change Management
• CX Central Office formation to establish CS framework and governance

Major Tasks

1) Customer Experience Transformation Strategy

• Develop and execute customer experience strategy by developing frameworks for strategic execution and define strategic roadmap
• Develop Club-wide CX blueprint and standards with guidance from management SWAT
• Define CX operating framework, procedure and decision mechanisms on how the Club designs and continuously optimizes CX
• Ensure overall integration and alignment between the business side (customer, product, channel) and the operational side (system, process, organization) at different stages of the development/ implementation of the CX strategies / initiatives.
• Design and implementation of business architecture for CX TIP
• Design and implementation of related business and operating models
• Develop overarching strategy on a set of customer journeys at each stage and touchpoints, that cuts across channels, products and segments
•  Identify further improvement areas through VOC systematic tracking and consolidation to inform continuous CX improvements
• Define details workstream on CX transformation implementation
• Embed CX operating model and ways of working to live CX transformation across the Club by ensuring consistency across touchpoints
• Oversee progress and delivery and systematically leverage data to analyze feedback to improve experience across channels, products and segments
• Design RACI along CX design process
• Work collaboratively with Consultant to establish CX Design BIC

2) Drive Change Management throughout CX Transformation Journey

• Recommend and support implementation of organisational changes and business process improvement initiatives
• Develop and implement cross functional communication plans /initiatives
• Perform Change Impact Analyses (CIA) and develop change management framework
• Design implementation approach —with the adoption of POC / pilot / agile approach where appropriate
  
  

3) Establish and Lead CX Central Office and relevant Projects (TIP)

• Lead the CX Central Office and his/her AEs to streamline the VoC monitoring for the Club, work across business divisions to document customer journeys and to support the articulation of multi-channel strategy supporting various segments for the Club; review R&R across segments/channels/products in delivering customer experience.  He/she will lead the team to take over the management work from external consultants in CX TIP work in Q12026.
• Follow the best practice in project management work to apply to the CX TIP projects which include process of project planning, scheduling, design of business solution and delivery approach, risk/issue/action identification and tracking, status monitoring and reporting in the CX PMO work
• Establish governance framework; define project organization and key roles & responsibilities in each project, establish and enforce project control and governance framework, set terms of reference, etc. under PMO construct in leading CX TIP projects effectively by working collaboratively with cross divisional/departmental representatives internally and external consultants. 
  
  

4) Set success measurement and long term strategy of customer experience transformation to drive continuous development of the Club business.

5) Others

• Lead PMO teams to drive high performance and continue to enhance competence of his/her team in the areas highlighted above
• Introduce best market practices in the above areas for effective adoption in the Club