Deputy Executive Manager, Concept Validation & Customer and Marketing Integration

The Department

The Club has setup of a new Strategic Project for the integrated Conghua Racecourse (‘CRC’) business which involves consolidating various business and functional workstreams to enable a cohesive and sustainable strategy for the integrated CRC business model, and establish business requirements and timeline.

Reports to Chief Advisor, Mainland Development, the Deputy Executive Manager, Concept Validation & Customer and Marketing Integration (CRC) will work as part of the IPMO, and be responsible for conducting market / customer research, validating new customer experience concepts, and gathering actionable feedback to enhance offerings at Conghua Racecourse. The role will also need to ensure the validated customer insight are incorporated into workstream marketing planning and provide project management support to CAMD and IPMO on CRC marketing related implementation matters. This role ensures that insights drive continuous improvement in products, services, and overall racecourse experience.  This role is pivotal in shaping world-class experiences at Conghua Racecourse, ensuring customers remain engaged and delighted. 

The Job

You will:

Market/Customer Research & Insights

1. Design and conduct qualitative and quantitative research (e.g., surveys in Simplified Chinese, WeChat-based feedback, on-site intercepts, interviews, focus groups, observational studies) to understand Mainland China customer needs, preferences, and pain points for
• Mainland customer segments (families, tourists, members, owners, corporate groups, etc.). 
• CRC’s offerings around racing, equestrian tourism, F&B, retail, etc.
• Analyze Mainland China customer behavior (e.g., payment preferences, digital engagement via WeChat/Douyin vs. HK apps), demographics, and trends to identify opportunities for experience enhancement. 
2. Benchmark competitor offerings and industry best practices to inform strategy. 

Concept Validation & Testing

1. Test CRC-specific initiatives (e.g., VIP packages, seasonal events, digital tools like WeChat Mini Programs) through pilot programs at CRC (e.g., trial hospitality experiences), and conduct usability studies for mainland-facing platforms (e.g., Mandarin-speaking user testing), etc.
2. Collaborate with product, marketing, and operation teams to test and validate new customer experience concepts (e.g., hospitality services, digital tools, event formats). 
3. 6Plan and execute prototypes review, mock-ups, or pilot programs to gather internal stakeholder group, and customer feedback before full-scale implementation. 
4. Use A/B testing, usability studies, feedback loops and other means, where appropriate, to refine offerings. 
5. Collaborate with legal and compliance to ensure concept compliance with Mainland China regulations (e.g., data privacy laws, cultural sensitivities). 

Continuous Feedback Collection

1. Establish structured feedback mechanisms (post-visit surveys, in-app feedback, social listening, on-site interactions) and deploy to CRC-specific feedback channels (e.g., post-visit SMS surveys, QR code kiosks, staff-led interviews). 
2. Monitor Net Promoter Score (NPS), Customer Satisfaction (CSAT), and other KPIs to track experience improvements.
3. Benchmark against mainland entertainment competitions. 
4. Integrate customer/ market insight into offering strategy and decision-making processes. 

Customer and Marketing Integration Project Management

1. Provide project management support to CAMD and IPMO on CRC marketing related implementation matters
2. Organise meetings / workshops for marketing related planning, validation and delivery activities
3. Coordinate or facilitate material preparation for management discussion, risk mitigation and issue resolution
4. Report Marketing Workstream workplan, progress, risks and issues to CAMD, IPMO and IIMO regularly

Stakeholder Collaboration & Reporting

1. Present research findings and recommendations to leadership in clear, actionable formats (dashboards, reports, workshops). 
2. Run collaboration forums with leadership, marketing and operations teams to co-create, prioritise and implement improvements.
3. Advocate customer-centric business design and improvements. 
4. Collaborate with HK team for cross-border initiatives.
5. Perform ad-hoc tasks as assigned by management.

About You

You should have:

• Bachelor’s degree in Marketing, Business, Psychology, Sociology, or related field. 
• 10+ years in customer research, UX research, product validation, or CX strategy (hospitality, entertainment, or sports industries a plus). 
• Proficient in research tools (Qualtrics, SurveyMonkey, Hotjar, UserTesting) and methodology
• Strong analytical skills (Excel, SPSS, Tableau, or similar). 
• Excellent communication and facilitation skills (workshops, interviews). 
• Knowledge of design thinking, lean validation, or agile methodologies.
• Empathetic, detail-oriented, proactive problem-solver

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 request.