Assistant Customer Growth and Experience Manager (Race Day Operations & Tourist Events)

The Department

The Customer Strategy, Insights, and Innovation (CSII) Division is dedicated to cultivating customer-centric capabilities across the Club ecosystem and shaping customer strategies that drive business growth. Through a data-driven approach, the Division strives to achieve a 360-degree understanding and insights of owners, members and wagering customers, enabling the seamless design of end-to-end customer experiences across online and offline channels (Racecourses and Off-course Betting Branches). This is achieved by integrating Clubwide customer data onto a unified platform, creating a single view of our customers that empowers us to deliver personalised offers and unique experiences.

The job holder is responsible for performing race day duty and support all tourist zone operations. The candidate will also manage a team of part time/front line staff to deliver the desired customer journey and experience. 

The Job

You will

• Support Direct Manager in implementing visitors experience at tourist zone that aligned with the Club's objectives to uplift overall visitors satisfaction across different touch points
• Assist the manager in developing and implementing effective revisitation programs and in organizing and attending racecourse events to cultivate visitors racing interest
• Perform racecourse duty on every race meeting 
• Manage a pool of part time /front line staff to deliver the desired customer services and experience 
• Provide training to part-time/front line staff on customer services
• Assist in the recruitment of part time /front line staff   
• Provide report on visitors survey                    
• Ensure compliance with the Responsible Gambling Policy and all stipulated legal requirements pertaining to wagering, thereby protecting the integrity of the Club's businesses   
• Undertake other duties as assigned by the Line Manager

About You

You should have

• A diploma or a bachelor's degree in Marketing or a related Business disciplines.
• A minimum of 4 years' relevant experience in Marketing and Customer Services.
• Experience in managaing a pool of part-time/ front-line staff.
• Candidates with less experience will be considered as Officer.

Terms of Employment

How to Apply

Please submit your resume with expected salary by clicking the Apply Now button.

We are an equal opportunity employer. Personal data provided by job applicants will be used strictly in accordance with the Club's notice to employees and prospective employees relating to the Personal Data (Privacy) Ordinance. A copy of which will be provided immediately upon request.