Manager, Customer Growth and Experience (Event Planning and Promotion)

The Department

The Customer Strategy, Insights and Innovation (CSII) Division identifies and leads the customer journey for all stakeholders across the Club ecosystem. The Division centralises the Club’s customer understanding and insights across owners, members and wagering customers, striving for innovation via our Digital and Retail channels. Through enhanced data provision & insights, and online / offline customer strategies devised, improve the channels’ and customer teams’ ability to enhance CRM strategies, customer experience, drive wagering turnover and groom customers up the tiers.

The CGE Public team formulates and executes business strategies to increase participation, build customer loyalty, and shape a good wagering experience for the Gen Y/Z customers (aged below 45) to increase customer satisfaction and turnover.

The job holder reports to Senior Manager, Customer Growth and Experience and is responsible for formulating and implementing both on/off-course events to groom and engage target customers. S/he needs to deliver and maintain the standard of all front/back of house environments at assigned racecourse venues, as leader in monitoring team budget, and evaluate the effectiveness of campaigns to achieve the business objectives. S/he also has to coordinate with functional teams to ensure the delivery of excellent and engaging customer experiences.

The Job

You will:

• Support Senior Manager, Customer Growth and Experience, to design and execute the personalized customer experience to deliver a holistic customer wagering journey.
• Take lead in formulating, implementing, and reviewing racing cultivation events / programs from conception to execution, including pre-event preparation and budget, and ensure smooth management while managing resources effectively to maximize business growth.
• Plan communication platforms according to the defined business objectives and related marketplace insights to increase customer awareness and activeness in racing. 
• Work closely with the team, cross-funcational departments and agencies in delivering omnichannel campaigns and project briefs including developing enriched content, text posts, videos, and images for all communication platforms.
• Responsible for tracking and evaluating the effectiveness of assigned events / campaigns.
• Responsible as a venue / event in charge of assigned public venues / events and working as a part of the effective and highly motivated team in delivering the Club’s business objectives and results.
• As team leader to develop marketing campaigns and programs to reach the business goal / KPI.
• Assist Senior Manager, Customer Growth and Experience to plan the marketing budget and work closely with Finance and Procurement departments.
• Lead the team to design O2O strategies to maximise the exposure and increasing the awareness of the assigned public venues / events. Identify the latest trends within the industry, executing effective Omni-channel marketing strategy to attract and appeal to new customers; & retain loyal customers via effective eDM, joint promotion, PR, digital and social marketing strategy.
• Ensure compliance with the Responsible Gambling Policy and all stipulated legal requirements on wagering, thereby protecting the integrity of the Club’s businesses.
• Work in racecourses on weekends, public holidays, and at night during race meetings and pre-race day events in both on / off-course locations and online platforms.
• Undertake other duties as assigned by Line Manager.

About You

You should have:

• Bachelor degree or above, preferably in marketing, event & function industry, or business discipline.
• A minimum of 7 years’ solid experience in marketing, venue or event management for consumer market, experience in developing customer and lifestyle experience events preferred.
• Experience in digital marketing communications and social media promotion.
• Digital savvy and experience in young customer event experience management is a definite advantage.
• Proven experience in event management and knowledge of interactive customer experience.
• Excellent interpersonal and communication skills in both verbal and written English and Chinese.
• Out-going personality with high team spirit to work as a team.
• Good knowledge of general computer applications such as Microsoft Word, Excel, and PowerPoint.
• Available to work on weekends, public holidays, and at night.
• Interest and knowledge of horse racing a definite advantage.

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.