Manager, People Development (Retail - Training & Staff Engagement)

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 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.

Job Summary

The Job

• Design and implement training programs for frontline staff that are closely aligned with customer experience goals, enabling teams to drive long-term service excellence.
• Support different Senior Managers, Retail to monitor how the frontline team is delivering the desired customer experience via different tools (customer survey, customer feedback, data from AI tools).
• Deliver various culture-building activities to support overall business objectives for Retail Department.
• Understand from various stakeholders the training needs of frontline Retail staff.
• Deliver various staff motivation programmes under cultural transformation initiatives to uplift the team morale like staff recognition, best practice sharing, staff competition and annual performance awards.
• Undertake any other projects related to retail customer experience design as well as the associated frontline staff training in Retail Department.
• Be responsible for development and ongoing management of the Retail Competency Framework. Collaborates with HR to support successor program of critical frontline positions.
• Ensure compliance with Responsible Gambling Policy (RGP) and all stipulated legal requirements pertaining to wagering, thereby protecting the integrity of the Club’s business.
• Achieve project-based tasks and undertakes other duties as assigned by Line Manager.

About You

• Bachelor degree preferably in Business Management, HR Management or related discipline;
• 10-15 years of solid learning and development experience with large corporations, hands-on experience in training and development and employee engagement, preferably gained from retail/ service oriented business;
• Experience in customer experience development/ execution in racecourse a big plus;
• Strong team-work spirit and be mature, attentive, proactive, and independent, with the ability to drive change; 
• Strong organisation and leadership skills;
• Excellent interpersonal and communication skills with proficiency in both written and spoken English;
• Proficiency in MS Office applications such as MS Word, Excel, PowerPoint, etc.;
• Ability to handle multiple projects simultaneously under tight deadlines.

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.