Requisition ID: 2911

Customer Sales Management AE

Job Summary

The job holder is responsible for developing and implementing short and long-term business strategies to provide and sustain racing interest and turnover and to enhance the best wagering service experience. The job holder must have both customer service and event marketing Experience, with success measured by wagering turnover, account activation rate and other key performance indexes of designated customer group.

Major Tasks

Customer Relationship Team Management

Set a high professional standard to CRO team on providing wagering related personalised and customised services to customers that can exceed customer expectation.
Understand the key lever to drive racing turnover and provide tailor-made solutions to stimulate the desired wagering behaviour.
Ensure CRO team to equip with abundant knowledge on wagering, betting app usage, customer privileges at racecourses, marketing promotion etc. to provide speedy assistance and entice customer interests and participation.
Monitor part-time Customer Service Part-time Assistants at respective venues closely and ensure them to provide customer assistance promptly and properly with well grooming standard.
Apply appropriate team delegations to ensure different levels working towards the same direction.
Provide appropriate user requirements to Catering and Facilities Management/Property, frequent discussion with working partners to ensure quality deliverables for customer needs.

Event Team Management

Keep refresh event ideas to enrich variety and content that drive customer interests and participation.
Cross team collaborations with other segments, Racing and Racing Event Marketing team and other departments to curate events appeal to customers.
Set and monitor quality standard of all communication and event outputs i.e. DM, e-invite, rundown and on-site management etc.
Be result-oriented with effective problem-solving skills to co-drive team KPI.
Apply appropriate team delegations to ensure different levels working towards the same direction.

Event Planning and Execution

Support to formulate, execute and review racing events and lifestyle events from conception to execution, including pre-event preparation, budget and resources control, rundown and guest invitation, site management etc.
Programs including but not limited to major race day prelude parties, Simulcast parties, loyalty dining rewards, overseas racing tour, barrier trial with breakfast, stable visit, Behind-the-scene tour, co-brand lifestyle events etc.

Financial and Compliance Management

Manage annual budgets, targets, target achievement and business performance to ensure growth and development.
Ensure RGP and legal compliance are strictly observed.

Collaboration and Productivity

Ensure effective collaboration among business units by reducing operation and communication barriers, and promoting co-operation (e.g. Catering, Customer Groups, Marketing, Channels, Racing Operations, Security and Facilities Management).
Ensure productivity improvements, service innovation and operation effectiveness for the above teams.
Ensures compliance with Responsible Gambling Policy (RGP) and all stipulated legal requirements pertaining to wagering, thereby protecting the integrity of the Club's business.

Additional Duties

Undertakes other duties as assigned by Line Manager.

Education

A bachelor degree in Data Marketing, General Marketing or Business related disciplines.

Qualifications

Experience

A minimum of 10 years' relevant experience and solid exposure in CRM
In-depth customer behaviour and marketing experience with strong business acumen
Solid experience in provision of premium services to high value customers with sound knowledge of best practices
Experience in project management
Experience in setting up and growing new businesses