Manager, Racing Member Growth & Development

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.

The Department

This role serves as the primary point of contact for HKJC Membership Syndicate members, overseeing end‑to‑end member journey orchestration, ownership interest cultivation, and membership progression. The job holder ensures the delivery of seamless, high‑quality service across racecourse and administrative operations, providing personalised support to premium members. In addition, the role works closely with cross‑functional teams to execute racecourse operations and membership campaigns effectively, driving strong stakeholder collaboration, exceptional customer experiences and pipeline management.

The Job

• Member Relationship Management
  • Serve as the primary relationship lead for syndicate members, delivering clear, timely, and proactive communication across all touchpoints.
  • Provide personalised guidance to enhance member satisfaction and deepen engagement.
• Member Journey Orchestration
  • Design, implement, and continuously enhance onboarding journeys for new syndicate members.
  • Curate and deliver customised racing experiences aligned with syndicate members’ interests, aspirations, and ownership objectives including raceday access, AGM participation and members events.
• Raceday Operations and Service Delivery
  • Support raceday operations and coordinate with relevant operational teams to ensure customer access, arrangements, and on‑site support are executed accurately.
• Membership Operations
  • Support financial, administrative, and governance processes related to syndicate membership in collaboration with Finance and relevant internal stakeholders.
  • Ensure operational accuracy, compliance, and timely execution of membership‑related transactions and interactions.
• Customer Enquiries and Issue Resolution
  • Provide day‑to‑day frontline support to members, handling enquiries, complaints, and service requests in a professional, timely, and empathetic manner.
  • Escalate issues appropriately and coordinate with internal stakeholders to resolve customer concerns effectively and maintain high levels of customer satisfaction.
• Prospects Identification and New Syndicate Member Acquisition
  • Identify and actively engage potential future HKJC Membership Syndicate members through personalised outreach and relationship-building interactions.
  • Maintain a structured prospect pipeline and collaboration with internal teams to support smooth conversion from enquiry to Syndicate membership onboarding.

About You

• A university degree in Communications, Marketing or related disciplines.
• A minimum of five years of experience in customer relationship management, premium client servicing, or membership management with a sizable organisation.
• Proven experience in sales development or pipeline management, preferably involving high‑value customer segments or relationship‑based sales environments.
• Strong background in handling customer enquiries, issue resolution, and managing complex or sensitive member situations with professionalism and empathy.
• Demonstrated experience working in operations‑driven or service‑intensive environments, with the ability to coordinate across multiple internal teams to ensure smooth service delivery.
• Hands‑on experience in managing customer relationships and membership portfolios, with the ability to deliver personalised support across multiple touchpoints.
• Strong capability in handling customer enquiries, complaints, and complex service situations with a customer‑first and solutions‑oriented mindset.
• Proficiency in coordinating membership operations, including administrative, financial, and governance‑related processes.
• Experience in sales development, including prospect identification, qualification, and maintaining a structured customer pipeline.
• Fluency in both written and spoken English and Chinese; Putonghua will be an advantage.

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.