Deputy Executive Manager, Customer Experience

The Hong Kong Jockey Club

Founded in 1884, The Hong Kong Jockey Club (“the Club”) is a world-class racing club that acts continuously for the betterment of our society. The Club has a unique integrated business model, comprising racing and racecourse entertainment, a membership club, responsible sports wagering and lottery, and charities and community contribution. Through this model, the Club generates economic and social value for the community and supports the HKSAR Government in combatting illegal gambling.

The Division - Membership & Customer Excellence (MCE)

The Membership and Customer Excellence (MCE) Division is responsible for delivering world-class experiences and deepening engagement across all customer segments. The team oversees operations of clubhouses, racecourses, and Off-Course Betting Branches (OCBBs), while enhancing member and owner value propositions and promoting interest in horse ownership and equestrian sports. It leads the Club’s customer experience strategy across digital and physical touchpoints, ensuring consistency, agility, and excellence. The Division also manages data strategy and governance to build a unified view of customers, enabling more personalised and impactful interactions.

The Job:

• Support management to develop and execute customer experience (CX) strategy by developing frameworks for strategic execution, defining roadmap and documenting operating model
• Work across business divisions to document customer journeys; support the articulation of multi-channel strategy and supporting various segments for the Club; document the R&R across segment/ channels/products in delivering customer experience
• Work across teams to streamline VoC monitoring in the Club with new process as part of the Customer Experience feedback mechanism to inform continuous improvements.
• Perform an integration role to define a unified CX blueprint, work with cross functional teams and oversee CX TIP project progress and delivery under the Customer Experience Central Office.
• Work as PMO for ongoing and new CX initiatives, track and report progress. The CX Project planning / scheduling includes: define project objective and scope, define major workstreams, establish project timeline of individual workstreams and define key project milestones and dependencies, establish integrated project schedule across workstreams and define the update cycle and maintain integrated timeline and ensure proper change control as the project proceeds.
• Establish of CX project organisation and governance, project organisation and define key roles & responsibilities, enforce project control and governance framework / measures and establish regular project meetings and terms of reference.
• Design of business solution and delivery approach: define key deliverables - addressing both outputs and outcomes, identify and evaluate solution options and establish business case for solution proposed.
• Risk / issue / action identification and tracking; develop risk assessment / reporting framework, develop and maintain risk register and support assessment of Audit and Risk.
• Work with CX Design taskforce to receive feedback to inform CX operating model and to refine standard.

About You:

• University degree in Business, IT or other relevant disciplines
• At least 8-10 years of demonstrable experience as a hands-on business project lead running sizeable projects in service, hi-tech or financial industry
• Strong project management experience in customer excellence or transformation projects
• Strong planning, organisational, analytical and communication skills
• Experience as an external consultant or in-house project manager
• Experience in Digital Transformation involving design and implementation of Web / Mobile App / Cloud-based solutions desirable
• Well-versed in MS Excel, PowerPoint, Project, Visio

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We offer competitive salary and benefits packages, dynamic working environment and development opportunities.

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Equal Opportunity and Inclusive Hiring平等機會與多元招聘

We are an equal opportunity employer and strive to create an inclusive workplace for all. Applicants from diverse backgrounds are welcomed to apply. If you have any special needs or require accommodations during the interview process, please e-mail us via careers@hkjc.org.hk. Personal data provided by job applicants will be used strictly in accordance with the Club's notice to employees and job applicants relating to the Personal Data (Privacy) Ordinance. A copy of which will be provided immediately upon request.