Manager, Customer Insights

The Hong Kong Jockey Club; Hong Kong; On-site; HKD 800,000 - 1,200,000; Full time

Job summary

The Hong Kong Jockey Club is seeking an experienced insights professional to leverage customer research, market intelligence and behavioural insights to answer complex business questions and influence strategic decisions.

The ideal candidate combines strong commercial acumen with hands-on research expertise and a passion for understanding customer behaviour to translate evidence into actionable recommendations for customer experience, product offerings and business performance.

Qualifications

• University degree in a relevant field.
• Proven expertise in different research methodologies and data analytics.
• Hands-on experience in managing research projects and fieldwork.

Responsibilities

• Partner with stakeholders to identify insight needs and develop research solutions addressing strategic questions.
• Lead end-to-end quantitative and qualitative research projects including design, survey programming, fieldwork and vendor coordination.
• Synthesize data into actionable insights and strategic recommendations.
• Present insights to stakeholders to enable evidence-based decisions.
• Monitor customer sentiment using social listening and digital intelligence platforms.
• Integrate VoC data, transactional data and market intelligence for a holistic view.
• Identify emerging trends, opportunities and risks for the business.

Skills

Customer insights

Research methods

Data analytics

Stakeholder influence

Storytelling

Project management

Education

University degree in Business/Statistics/Psychology

Job description

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.

Company description

The Hong Kong Jockey Club

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

The Sports Business Division is central to the Club's overall aspiration to become a globally recognised sports and entertainment brand, with world-class horse racing at its core. The Division's overarching focus is to deliver sustainable growth of the Club's sports business, deepen customer engagement, and contribute to position the Club as a leading global sports and entertainment brand to enable its commitment to social betterment. Its strategy is delivered through three pillars: broadening the fan base and prospecting new customers, growing the sports wagering business, and building the Club's brand and commercialising its assets.

Job Summary

Reporting to the Deputy Executive Manager, Customer Research & Insights, the job holder plays a key role in driving customer-centric decision making across the Club. We are seeking an experienced insights professional who can leverage customer research, market intelligence and behavioural insights to answer complex business questions and influence strategic decisions. The ideal candidate combines strong commercial acumen with hands-on research expertise, and is passionate about understanding customer behaviour and translating evidence into actionable recommendations. This is a role that partners closely with business stakeholders across the organization to identify insight needs, develop research approaches and deliver meaningful recommendations that enhance customer experience, product offerings and business performance.

The successful candidate will be responsible for the end-to-end delivery of research projects, including problem definition, research design, questionnaire and discussion guide development, survey programming, fieldwork management, data analysis, insight generation and presentation of recommendations. The role requires both strategic thinking and a willingness to be hands-on throughout the research process.

The Job

• Partnering with business stakeholders to identify insight needs and develop research solutions to address strategic business questions
• Leading end-to-end quantitative and qualitative research projects, including research design, questionnaire and discussion guide development, survey programming, fieldwork management and vendor coordination
• Synthesizing data and research findings into actionable insights, business implications and strategic recommendations
• Analyzing customer, market and behavioural data from multiple sources to identify trends, opportunities and risks
• Presenting insights and recommendations to stakeholders and facilitating evidence-based decision making
• Leveraging social listening and digital intelligence platforms to monitor customer sentiment, behavioural trends and emerging issues
• Integrating research findings, Voice of Customer (VoC) data, transactional data, market intelligence and external information to build a holistic understanding of customers and market dynamics
• Proactively identifying emerging customer trends, business opportunities and strategic risks
• Exploring innovative research methodologies, data sources and analytical approaches to support evolving business needs
• Managing external research vendors and partners to ensure high-quality and timely project delivery

About You

• A University degree in Business, Statistics, Psychology, Social Science or a related field
• A minimum of 10 years of experience in customer insights or consultant role, preferably have corporate experience - good understanding of business context. A candidate with less experience may be considered for Assistant Manager, Customer Insights
• Proven expertise in different research methodologies, and showcase of data analytics skills
• Demonstrated hands-on experience in managing research projects, preferably to have hands-on experience in handling field and data
• Good interpersonal and communication skills, with demonstrated ability to influence stakeholders with insights delivery
• A good story writer capable of generating narratives from observations, data and delivering presentations to stakeholders at mid-levels

Add horsepower to your career today.

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 @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.