Loyalty Programme Officer

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. 

Job Summary

The job holder is responsible for implementing short and long-term business strategies to provide and sustain racing and wagering for the designated group of customers via an integrated approach designed by the business unit and to enhance the best wagering service experience, supervising and leading the team to provide excellent customer service at racecourses or other operational and administrative duties in the office, and providing personalized customer engagement support to individual wagering customers that align with the Club's high quality standard offer to privileged members. 

The Job

• Responsible for implementing the customer-centric engagement program to enhance the loyalty experience.
• Implement high-quality and effective engagement campaigns to acquire, stimulate and retain customers.
• Provide comprehensive support for end-to-end campaign operations, including customers taregting, list execution, communication set up, and post campaign tracking for customers journey communication, including but not limited to rewards and service uplift, Loyalty Bonus Points offerings and event invitation.
• Responsible for promotion set up in system including but not limited to rules and mechanism, content and manage communications frequency and channels
• Assist in measuring and analyzing campaign effectiveness and efficiencies to improve customer engagement through tactical promotions and customer journey initaitives. 
• Ensure high standards and efficiency in handling inquiries and complaints to achieve positive customer satisfaction.
• Assist in budget planning and monitoring to drive positive business KPIs aligned with business requirements.
• Undertake other duties as assigned by the Line Manager.

About You

• A bachelor degree in business related disciplines.
• A minimum of 3 years of experience.
• Experience in marketing, CRM or loyalty programme.
• Good attention to details, responsible, self-motivated and can work independently .
• Strong on team-work with proactive and collaborative manner.
• Ability to manage multiple projects simultaneously and meet deadlines.
• Knowledge in using loyalty and CRM system for promotion and communication set up.
• Proficiency in problem-solving and strategic thinking based on customer behavior trends.
• Good interpersonal and communication skills with proficient command of spoken and written English and Chinese
• Passion for customer engagement and customer-centric loyalty experience 

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.