Assistant Project Manager (Family Experience & Venue Innovation)

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.

Pony World at Penfold Park will be opened to enhance community enjoyment by promoting equine interest to the public. Sha Tin Racecourse (STRC) in a gradual manner will cater for our underage access to non wagering areas, transforming STRC into a family destination.  The objective of the Family with kids Experience aims to create a family-friendly environment to engage both parents and children, ensuring the well-being on riding and educational enrichment of horse-related knowledge.

The job holder is responsible for managing the Family with Kids project, from design, constrution, implementation, opening, promotion and running of the Pony World riding experience, racecourse venue and other related experiences, targeting Family with Kids customers.

The Job

You will

• Understand business needs and user requirements. Deploy customer understanding, business judgment, work experience in property development discipline to translate user requirements and consumer research findings into fit-for-purpose development concepts.  Prepare professional conceptual deck, and well written design brief.
• Work with Project Management Officer (PMO) to prepare all project related documents for management approval.
• Monitor project cost, timeline and budget, and prepare/ host regular progress meetings with all stakeholders, be gatekeeper on all the management direction and agreed requirements.
• Source, recommend, and budget on F&B offers, DIY ideas, gaming and event ideas, and latest technology facilities that are fit for the venue.
• Design customer journey by working closely with Property, Racing, Security, External Affairs, Catering, Digital Team and other stakeholders on the end-to-end, including post hand-over enhancement delivery.  Ensure venue & facility deliverables are all in accordance with the business & customer experience requirements.
• Upon project completion, monitor project delivery and customer feedback at racecourse, identify improvement to be made. Ongoing KPI measurement against pre-set success criteria and conduct post event review. 
• As the venue owner, ensures smooth operation delivery and high customer satisfaction of both physical and digital experience on Race days
• Enhance service quality and operational efficiency, in line with the Club’s policies and standards
• Handle day-to-day customer feedbacks and adheres to the service pledge
• Provide and proces information in response to customers’ inquiries, concerns and requests
• Identifie, handle and monitor the handling of customer issues via email, work phone, hotline and front line service.
• Work closely with cross teams during race days to ensure smooth operation for families. Fosters good relationships with internal departments such as equestrian team, catering, facility management, security and other service team to deliver the best customer experience on site.
• Ensure compliance with Responsible Gambling Policy and all stipulated legal requirements pertaining to wagering, thereby protecting the integrity of the Club’s businesses.
• Undertake other duties as assigned by Line Manager.

About You

You should have

• Bachelor degree in Design, Business Management, or Marketing
• A minimum of 6-8 years of experience in venue development projects and project management
• Hands-on experience in project and logistics management, forward planning and detail-minded is important
• Solid experience in customer facing and operation management, prefer to have experience with theme parks, hospitality or tourism industry
• Understanding of family with kids behaviour, culture and preferences
• Well-organized and be able to handle and retrieve a large amount of data & content in a systematic and sharable way
• Be customer-centric, with abundant knowledge in customer research (voice of customer analysis) venue and event management, customer service and property development project
• Understanding of media and communication channels for promotion to reach the right target groups
• Possess innovative mind-set and creative character. Self-driven and can work independently in a supportive role
• Demonstrates good taste in interior design and be able to translate user needs into technical requirements
• Proven ability to work across functions and to track project timeline and budget
• Able to prepare professional presentation deck, excellent writing skills for business papers
• Able to suggest work around solution to balance business needs and development cost
• Track record or experience in developing and promoting Family with Kids restaurants, retail outlets, or sports entertainment venue
• Track record of working collaboratively with an extensive scope of stakeholders in an in-house environment
• Raceday duty is 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 button.

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 requested.