Senior/Loyalty Program Officer (Digital Platform; 6 Months Contract)
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 service support to individual wagering customers that align with the Club's high quality standard offer to privileged members.
The job holder may also be responsible for leading and supervising a small team comprised by part time and full-time staff towards achieving operational goals at Racecourses, ensuring excellent communication, problem solving and high-level customer service for achieving customer satisfaction, coaching and providing guidance in particular to junior part time staff on all raceday operation, liaising and working out with other departments on racecourse operations, admission and attendance.
Major Tasks
- Responsible for implementing the customer-centric engagement program to enhance the customer experience.
- Implement high-quality and effective engagement campaigns to acquire and retain customers.
- Assist in measuring and analyzing campaign effectiveness and efficiencies to improve customer engagement.
- Support day-to-day customer-related matters, including inquiries, complaints, and other assistance.
- 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.
Education
A bachelor degree in any disciplines.
Qualifications
Experience
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