Customer Relationship Officer (Public Segment - Gen Y/Z)

The Department

The Customer Strategy, Insights and Innovation (CSII) Division identifies and leads the customer journey for all stakeholders across the Club ecosystem. The Division centralises the Club’s customer understanding and insights across owners, members and wagering customers, striving for innovation via our Digital and Retail channels. Through enhanced data provision & insights, and online / offline customer strategies devised, improve the channels’ and customer groups’ ability to enhance customer experience, drive wagering turnover and groom customers up the tiers.

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 sophisticated Earn & Burn mechanism for our Loyalty Programme.

The job holder is responsible for relationship building with the designated group of customers and to ensure they enjoy excellent racecourse experience. The job holder may also be responsible for leading the team towards achieving operational goals and ensure providing excellent communication, problem solving and high level customer service for achieving customer satisfaction.

The Job

You will:

• Act as a single point of contact to target customers by providing personalized services, regular communications and follow-ups.
• Identify and recruits high quality prospects and ringleaders for potential partnerships during race meetings and at racing events.
• Build and maintain strong relationship with customers through customer development & relations activities.
• Ensure exceptional customer journey to enhance the overall experience in assigned public venues in racecourses during race meetings.
• Work closely with customer service, event, catering and other service teams to deliver the best customer experience.
• Work as part of the effective and highly motivated team in delivering business objectives and results.
• 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

• Tertiary qualification or above in any disciplines
• A minimum of 3 years’ solid experience in customer-facing environment such as airline and hospitality industry
• Customer centric mindset, a strong dedication to understanding and meeting customer needs
• Good ice-breaking skills, out-going personality and high team spirit at work
• Ability to be presentable, confident, proactive, and detail-minded
• Excellent interpersonal and communication skills in both English and Chinese
• Computer literacy with Microsoft Word / Excel / PowerPoint
• Ability to work on weekends, public holidays and at night time at Shatin / Happy Valley racecourse when required
• Interest and knowledge of horse racing a definite advantage

Term 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.