Customer Relationship Officer (High-Mid Value Segment)

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

You will:

• Uplift overall customer satisfaction and ensure excellent performance in relationship-building and customer retention 
  • Handle day-to-day customer feedbacks and adhere to the service pledge
  • Enhance the service quality and operational efficiency, which should be in line with the Club’s policies and standards
  • Provide and process information in response to customers’ inquiries, concerns and requests
• Identify, handle and monitor the handling of customer issues via email, hotline and front line service
• Develop and maintain relationship with customers through customer relations/ retention activities
• Provide dedicated customer service and implement on-site promotions/events when needed in assigned venues in racecourses during racedays
• Foster good relationships with customers and internal departments such as Catering 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:

• Diploma or above in any disciplines
• A minimum of 3 years’ solid experience in customer facing environment, such as airline and hospitality industry
• Excellent interpersonal and communication skills in both English and Chinese
• Ability to be outgoing, proactive, customer-focused and detailed-oriented
• Ability to work on racedays in both Happy Valley and Sha Tin Racecourses

Terms of Employment

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 request.