Manager, Membership Account

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 Department

The Membership and Customer Excellence (MCE) Division is responsible for delivering world-class experiences and deepening engagement across all customer segments. The team oversees operations of clubhouses, racecourses, and Off-Course Betting Branches (OCBBs), while enhancing member and owner value propositions and promoting interest in horse ownership and equestrian sports. It leads the Club’s customer experience strategy across digital and physical touchpoints, ensuring consistency, agility, and excellence. The Division also manages data strategy and governance to build a unified view of customers, enabling more personalised and impactful interactions.

The Job

• Responsible for supporting the Mainland Membership Development Department in achieving the member and horse owner intake targets assigned by management. Provide support to the Mainland Owner Team in identifying potential owner prospects, signing EI forms, driving conversion, conducting racing education sessions and related tours, and assisting with EI form completion in line with targets set by management
• Support DEMMDs and collaborate closely with Mainland Strategic Development, the Mainland Owner Team, Corporate Strategies, and the Business Planning Office in providing member insights for the formulation of GBA racing and owner strategies and tactics. Support the planning and execution of all new initiative programmes, including CRC regular race-day-related campaigns and projects, subject to Board approval
• Proactive outreach to prospects, leverage extant Mainland Members and business network to explore GBA new business opportunities, act as pioneer to build GBA Members recruitment pipeline towards materialisation
• Work collaboratively with the GBA MD team to manage and refine all related onboarding experience and member events for new Mainland Members based in the GBA
• Maintain ongoing contact with existing and prospective members to drive new member recruitment, manage services provided to members and their guests, gather feedback from Mainland members, and monitor their clubhouse usage in Hong Kong. Support all related Mainland member services, including requests concerning all clubhouse and racecourse premises, and ensure they are handled within 24 hours
• Identify and manage sales leads effectively, leveraging interpersonal communication skills for member interactions. Ensure accurate and timely transfer of updated member information, feedback and suggestions to the Membership Services Department (MCRM) while maintaining strict confidentiality of member data
• Support DEMMDS (Mainland) in exploring and developing pilot acquisition programs targeting new groups (e.g., private banking clients) and follow up on their implementation with collaboration from various departments
• Providing administrative and communication support to Management on development and maintenance of membership processes, SOPs, bye-laws and policies
• Monitor departmental budget and expenditure tracking, ensuring compliance with internal policies and accurate reconciliation, including inventory control and departmental reporting, and addressing audit comments and queries satisfactorily
• Conduct and analyse market research and marketing data to inform strategic decisions. Assist in the preparation, execution, and supervision of marketing plans, reporting on their effectiveness, and suggesting improvements as needed
• Develop and monitor procedures for reporting systems and departmental processes to ensure efficient use of resources. Train new staff as necessary and support their familiarisation with departmental practices
• Continuously evaluate and enhance personal and departmental performance. Support additional tasks as directed by the Senior Manager, MD (GBA) to meet evolving department needs. Follow up on all duties assigned by DEMMDS (Mainland) and HOMMMS

About You

• University graduate with over 10 years of comprehensive experience in customer management, sales & marketing, and event management
• Computer literate, with a proven ability to efficiently use relevant systems and software; eager to be exposed to training activities
• Demonstrated leadership, self-starter qualities, and a goal-oriented mindset
• Excellent organisational skills, flexibility, and close attention to detail
• Strong interpersonal relationship skills and effective communication abilities
• Proficiency in oral and written English, strong Mandarin skills, and preferably the ability to communicate in Cantonese
• Neat, well-groomed appearance, articulate, and physically fit
• Ability to manage relationships and support team objectives with a proactive approach
• Strong problem-solving skills and adaptability
• Uphold confidentiality and data security standards
• Desirably have a sense of humour and positive demeanour to foster a collaborative work environment

Apply Now!

We offer competitive salary and benefits packages, a dynamic working environment and development opportunities.

Add horsepower to your career today. If you do not meet all of the requirements but still believe you can make a difference, please apply.

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.