Loyalty Programme Officer (Event)

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

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. The Division focus on developing the the segment strategy, design products and propositions , including new entertainment offerings to drive target prospect acquisition and strengthen base management. 

The Job

• 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

• A bachelor degree or post seconary 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

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.