Deputy Executive Manager, Digital Experience and Innovation

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

Project Management Office (PMO) and Planning

• Support DEI’s Executives to establish a clear digital strategy and roadmap, prioritizing initiatives and preparing budget plans based on strategic goals, incremental benefits, resource availability and dependencies
• Support DEI’s Executive to liaise with different divisions and departments such as IT, Finance, and others to align the digital initiatives and resources collaboratively, according to the organizational goals and prioritization
• Lead and implement project management frameworks to ensure effective project governance and execution of digital initiatives
• Act as the centralised team to monitor and report on the progress of all digital initiatives, providing a holistic view of project statuses, risks, and outcomes to Senior Management, DEI’s Executives and other stakeholders

Chief of Staff Responsibilities

• Act as a key liaison between DEI and other internal teams, external vendors, and consultants, ensuring alignment and effective communication across all stakeholders
• Support the DEI’s Executives in strategic planning, operational efficiency, and organizational development efforts
• Assist in managing departmental budgets, resources, and performance metrics to drive accountability and continuous improvement

Digital Journey Design

• Utilize customer feedback and digital platform analytic data to identify pain points and areas for enhancement for the customer journey on digital channels
• Collaborate with Customer Experience Central Office to design and optimize the end-to-end customer journey across digital platforms
• Drive initiatives aimed at creating a seamless, engaging, and efficient digital experience that meets the needs of customers and aligns with the objectives of Customer Experience Central Office

Digital Research and POC initiatives

• Conduct comprehensive research on emerging digital trends, market practices, and technological advancements to inform strategy and decision-making within the department
• Analyze market trends and customer insights to identify opportunities for innovation and improvement in the digital experience and channel capabilities
• Compile and present research findings to management and other team members in DEI to support strategic decisions and roadmap development
• Evaluate the feasibility, functionality, and potential impact of new technologies to enhance the digital channels and experience
• Prepare detailed reports summarizing POC results, recommendations, and next steps for implementation

Others

• Ensures compliance with Responsible Gambling Policy (RGP) and all stipulated legal requirements pertaining to wagering, thereby protecting the integrity of the Club’s business.

About You

• Bachelor’s degree in Business Administration, Digital and Information Technology, or a related field
• Minimum 10+ years of experience in digital strategy development, project management, or consulting
• Minimum 5+ years of management experience with proven record of developing and executing digital experience strategies
• Proven track record of working with senior management and cross-functional teams
• Excellent communication, presentation and leadership skills
• Experience in digital transformation in consumer and entertainment industries
• Familiarity with the culture, business environment and market in Mainland is preferred
• Excellent strategic partnership and vendor management

Apply Now!

We offer competitive salary and benefits packages, dynamic working environment and development opportunities.
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Equal Opportunity and Inclusive Hiring

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.