Loyalty Programme Officer (Operation & Fulfillment)

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 the HKJC Priority loyalty programme including but not limit to partnership management and customer communications. The role should also support the HKJC Priority branding and continuous customer experience improvement initiatives working with different stakeholders.

The Job

You will:

• Support the loyalty programme reward operation including procurement for reward replenishment, delivery logistics, system set up and fulfilment.
• Collaborate with reward, logistic and fulfilment vendors to ensure an efficient and seamless reward journey for customers.
• Manage the regular setup of rewards to maintain a diverse and sufficient reward catalog & items that meets customers’ redemption needs.
• Oversee logistics for rewards and products, ensuring smooth delivery from the warehouse to all customer touchpoints, particularly vending machines and redemption locations, to facilitate an effective end-to-end redemption process.
• Monitor and report on reward performance, providing recommendations for improvement to key stakeholders.
• Prepare documentation such as briefing note, scoring method, cost breakdown; and raise Request for Quotation / Tender / Proposal to Procurement for external vendor solicitation.
• Handle quotation/invoice and follow-up payment process upon delivery of goods/services.
• Support customer enquiry on customer regarding defect/quality/function on the reward item, stock replenishment enquiry, reward 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 marketing and experience management.
• Experience with copy-writing and creating content design.
• Related experience in loyalty programme reward and partnership 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

The level of appointment will be commensurate with qualification and experience.

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.