Assistant Customer Growth and Experience Manager (Racing Specialist)

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 customer group strategy and customer experience & loyalty, 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 customers to become members, grooming public customers 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 sophisticate Earn & Burn mechanism for our Loyalty Programme.

The job holder is responsible for contributing to business return from the designated customer group by growing wagering turnover, customer base and wagering experience. It includes driving customer activation, increasing participation, stimulating wagering intent, driving product familiarization, and cultivating racing interest with effective direct marketing and CRM programmes.

The Job

You will

• Planning and executing segment programs to achieve the business target of customers’ wagering turnover and enhance customer satisfaction in overall racing experience.
• Work hand in hand with Business Intelligence Team and Wagering Product Team, ability to analyse High Value (HV) Customers’ wagering behavior to identify opportunities for tailored contents / programme formulation and identifying potential business growth area.
• Content development covering both Local and Simulcast races to support CRM programmes tailored to distinctive customer sub-segments.
• Guide and monitor Racing Specialist in selected racedays and events to retain and grow HV customers.
• Identify and connect to external racing tools / content providers to curate new initiatives (both Local and Simulcast races).
• Undertake other duties as assigned by Line Manager.

About You

You should have

• Bachelor degree holder in Marketing or Business related disciplines.
• Proven experience in horse racing and bet type knowledge.
• A minimum of 5 years' relevant experience.
• Analytical skills and mindset with strong problem-solving capability.
• Good command of both written and verbal communication (English and Chinese); spoken Mandarin an added advantage.
• Strong interpersonal and communication skills in working with cross functional teams and external stakeholders.
• Strong attention to detail with a customer-centric mindset.
• Require to work on racedays at both Happy Valley and Sha Tin Racecourse or off-course betting branch when required.

Terms of Employment

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

How to Apply

Please send your resume, complete with expected salary and job reference by clicking the Apply Now.

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.