Executive Manager, Member Segment Management

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 

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 Role

The role is responsible for driving the development of data‑driven, Member Segmentation, and for designing personalised Member journeys, targeted segment activations and engagement programming.  The position plays a pivotal role in cultivating and strengthening Members’ Ownership and Racing interest, deepening overall engagement with the Club and enhancing Membership value to support the Club’s Integrated Business Model.

The Executive Manager will define all elements of the Membership experience and journey, ensuring consistency across all touch points and collaborate across Membership Hospitality Operations, Racecourse Management, Membership Services, Owner and Wagering Management to deliver the differentiated end-to-end Member experience.

Devise and implement the Membership communication ecosystem to inspire and increase Member’s awareness towards the Club’s revitalised strategic priorities, communications and experience to attract and engage the next generation of Members that secure the long-term future and growth of HKJC integrated business model.

Major Tasks

• Member Segment Management
  • Support the development and maintenance of a Member‑centric engagement framework based on Ownership propensity and Racing interest.
    Utilise data‑driven insights to understand behavioural patterns across wagering, racing, ownership, and ecosystem touchpoints.
    Ensure strategy and activations aligns with segment priorities and enhances participation and other business outcomes.
  • Member Segment Lifecycle & Journey
  • Contribute to designing end‑to‑end lifecycle journeys for Member segments across all touchpoints.
    Collaborate with cross‑functional teams and operations to deliver seamless omni‑channel experiences aligned with Segment needs.
    Assist in mapping lifecycle stages, identifying pain points, and supporting intervention and optimisation strategies.
• Member Segment Communications & Activations
  • Develop and implement segment‑specific communication and activation plans that drive desired behaviours and outcomes.
    Apply a data‑led, test‑and‑learn approach to continuously refine activation and engagement plans.
    Develop the Member communication ecosystem that inspire and increase Member’s awareness towards the Club’s revitalised strategic programming, communications and experience through editorial and storytelling content.
• Racing Programming & Experience
  • Develop and execute Racing‑related programming that enhances Members’ Racing engagement and build racing interest in the new Member and targeted sub-segment.
    Support initiatives that cultivate Ownership interest and strengthen the Racing community.
• Strategic Projects and Assignment
  • Undertake other strategic assignment projects and initiatives as assigned by Head of Membership Strategy.

About You

• Bachelor’s degree in Business Administration, Marketing, Social Sciences, or related disciplines.
• 15+ years of relevant experience in business, customer segmentation and strategy with at least 5 years in a supervisory or leadership capacity.
• Demonstrated track record in leading customer and data‑driven strategy development, segmentation frameworks, and customer journey orchestration, engagement programmes, targeted activations, or omnichannel communication strategies design and implementation.
• Prior experience in membership‑based organisations, luxury or high‑touch service environments is a strong advantage.
• Ability to translate data and behavioural insights into clear strategies and engagement roadmaps.
• Strong capability in journey design, segmentation, test‑and‑learn experiments, and performance optimisation.
• Excellent written and verbal communication with ability to manage C‑level stakeholder engagement and strategic proposal.

Apply Now!

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

Add horsepower to your career today. Click the “Apply Now” button to create an account and submit your application

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.