Loyalty Programme Officer (Communications & Event)

The Department

The Customer Strategy, Insights, and Innovation (CSII) Division is dedicated to cultivating customer-centric capabilities across the Club ecosystem and shaping customer strategies that drive business growth. Through a data-driven approach, the Division strives to achieve a 360-degree understanding and insights of owners, members and wagering customers, enabling the seamless design of end-to-end customer experiences across online and offline channels (Racecourses and Off-course Betting Branches). This is achieved by integrating Clubwide customer data onto a unified platform, creating a single view of our customers that empowers us to deliver personalised offers and unique experiences.

The Customer Growth and Experience will drive the overall segment strategy and customer experience & loyalty, segment 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 segment to become members, grooming public segments 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.

Reporting to Senior Manager, Loyalty Programme and is responsible for marketing and engagement initiatives of HKJC Priority loyalty programme including but not limit to partnership management, rewards and events programmes and customer communications.  The role should also support to safeguard HKJC Priority branding and continuous customer experience improvement initiatives working with different stakeholders.

The Job

You will:

• Support the design of loyalty programme customer journey and growth with a strong portfolio of rewards, privileges, events and experience directly contributes to customer satisfaction and retention.
• Execute effective customer communication and support on the end-to-end development of Priority customer-facing communications for tactical reward, event experience programme, as well as targeted campaigns and promotions for selected customer groups.
• Support the collaboration with cross-functional teams and external parties/ vendors to manage vendor relationships, negotiate contracts, and procure, ensuring the most cost-effective and impactful customer journey including the implementation of Priority event and experience.
• Collaborate with cross-functional teams to ensure seamless programme integration across all customer touchpoints, especially managing the regular featured promotions at the Racecourse and Off-Course Betting Branches on all deployed online & offline channels.
• Support the monitoring and reporting on programme messaging, Earn & Burn education communications and event performance, making recommendations for improvement, and communicating updates to customers and key stakeholders.
• Prepare documentation (briefing note, scoring method, cost breakdown) and raise Request for Quotation / Tender / Proposal to Procurement to solicit external vendors for purchase orders.  Handle quotation/invoice and follow-up payment process upon delivery of goods/services.
• Responsible for the recommendation and exploration of new reward gifts and event experience and to design new campaign ideas to stimulate engagement and redemptions from ideas generation to programme implementation 
• Responsible to co-support customer enquiry on customer facing perspectives, i.e., About Programme FAQ, LTT, customer journey, event fulfilment enhancement & suggestions.
• Ensure strict compliance with the Responsible Gambling Policy and all stipulated legal requirements pertaining to wagering and protects the integrity of the Club’s businesses and reputation.
• Undertake other duties as assigned by the Senior Manager, Loyalty Programme.

About You

You should have:

• Bachelor degree or post-secondary qualifications in business related disciplines
• A minimum of 3 years’ relevant working experience with good exposure in loyalty programme, CRM, data-based marketing, or customer experience management
• Experience with event management, copy-writing and creative content design
• Related experience in loyalty, reward, and event management would be an advantage
• Proficiency in Microsoft Office (Word, Excel, PowerPoint) and Chinese Word Processing
• Good attention to details, responsible, self-motivated and can work independently
• Good analytical skill in resolving problem, multi-tasking and have a creative thinking
• Strong on team work with proactive and collaborative manner
• Good interpersonal and communication skills with proficient command of spoken and written English and Chinese

Terms 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.