Manager, Membership Services

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.

Job Summary

The job holder is tasked with executing short-term and long-term business strategies to deliver and maintain racing and wagering services, aiming to enhance customer experience. The job holder leads and supervises a team to ensure top-notch customer service both at racecourses and in administrative tasks, and provides personalized support to premium customers. Additionally, the job holder manages a mixed team of staff to meet operational objectives at Racecourses, fostering effective communication and customer satisfaction, while guiding junior employees on all raceday operation and coordinating with other departments on racecourse operations, admission and attendance.

The Job

• Supervise supervisors, officers, and part-time staff; manage rosters, coaching, and ensure quality standards and operational continuity.
• Handle inquiries, complaints, and feedback promptly and professionally, providing accurate product and service guidance.
• Oversee on-site support at the Voting Members' Box during racedays and manage logistics for Club events and activities involving Members and VIPs, including off-premise venues.
• Guide initiatives and programs that encourage racecourse attendance and Member participation. Ensure courteous and professional handling of requests and relationship‑building activities.
• Implement customer‑centric engagement programs and campaigns to acquire, retain, and enhance loyalty. Facilitate outbound initiatives and follow‑ups to strengthen Member relationships.
• Prepare reports, verify information, and analyze feedback and operational data to identify improvement opportunities. Assist in measuring campaign effectiveness and recommend enhancements.
• Lead smaller projects and support larger initiatives by coordinating timelines, resources, and documentation. Participate in and organize user acceptance testing (UAT) for new systems or processes.
• Track expenses and assist with procurement processes to ensure smooth daily operations and adherence to budget guidelines.
• Work closely with internal teams to resolve Member requests and coordinate engagement activities.
• Contribute to successful completion of projects within specified deadlines and budgets.
• Ensure compliance with relevant policies, procedures, and regulations to maintain operational integrity.
• Adapt to variable working hours, including evenings, weekends, and racedays, to support operational needs during key events. Undertake other tasks as assigned by the Line Manager.

About You

• Bachelor's degree in Business Administration, Marketing, Communications, Hospitality Management, or a related field.
• Bachelor's degree (Business, Hospitality, Communications or related).
• 5 years in membership services/events/customer engagement; prior team lead experience.
• Exposure to campaign implementation, customer feedback analysis, and service improvement initiatives.
• Experience in copywriting is an advantage. Such as marketing materials or communication materials, will be preferred.
• Experience in multi‑channel service, reporting, and project coordination/UAT.
• Working knowledge of budgets and procurement processes.

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.