Senior Manager, Customer 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.

The Division - Membership & Customer Excellence (MCE)

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

• Design and implement the Customer Services (CS) operating model for events held, including guest relations and direct management of other Customer Service roles.
• Develop a comprehensive Customer Experience (CE) strategy and framework, working with cross-functional teams such as Segments, Branding & Marketing, Customer Growth & Experience, Security, Facilities Management (FM), and Catering to establish best practices, standards, and policies for high-quality service delivery.
• Define CE touchpoints to enhance customer branding perception, drive greater satisfaction, and align with customer preferences, needs, and expectations.
• Develop service level agreements (SLAs) to ensure reduced response times and high customer satisfaction, reflecting industry best practices.
• Oversee CS operations on RD and NRD to ensure service delivery aligns with SLA standards and business objectives.
• Design and implement a CRM structure and strategy, including systems to capture service metrics, customer feedback, and trends to identify improvement opportunities.
• Develop and execute customer satisfaction surveys, analyze results, and implement actionable insights.
• Provide voice and feedback to internal teams, to address customer needs, improve overall satisfaction, sustain customer interest and enhance long-term relationships.
• Create and execute a master training plan for CS functions, including train-the-trainer programs, assessments, certifications, and onboarding processes.
• Provide input on training for other frontline service functions (e.g., Catering, Security, FM) to ensure a consistent service tone and high-quality delivery across all customer touchpoints.

About You

• Bachelor degree with a minimum of 10 years’ premium customer management experience
• Proven record of success in driving customer services
• Stay abreast of the trends on ‘shaping customer experience’ in the gaming, enter tainment, hospitality and/or retail business
• Solid experience in provision of premium services to high value customers with sound knowledge of best practices
• Significant experience in business management and project management
• An innovative, energetic, agile, persistent, independent and creative character
• Proficient understanding of customers’ needs in particular that of the member and non-members segment
• Expertise in project / programme co-ordination
• Knowledge of horse racing, football and lottery preferred

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.