Manager, Membership Services (Project Management)

The Hong Kong Jockey Club; Hong Kong; On-site; HKD 400,000 - 600,000; Full time

Benefits offered by this job

Competitive salary

Development opportunities

Dynamic working environment

Job summary

The Hong Kong Jockey Club is looking for a dynamic individual in Hong Kong for a managerial position within the Membership & Customer Excellence Division. The role involves overseeing strategic planning, project management, and department initiatives to enhance member engagement and operational excellence.

Ideal candidates should possess a degree in Business Administration or a related field, along with 5–8 years of managerial experience in project management or customer service. The Club offers a competitive salary, benefits, and development opportunities.

Qualifications

• A degree in Business Administration, Communication, or related disciplines.
• 5–8 years of managerial experience in project management or high-end customer service.
• Experience in supporting senior executives preferred.

Responsibilities

• Provide executive support in strategic planning and departmental initiatives.
• Lead and supervise teams to uphold service excellence.
• Oversee service performance management and compliance.

Skills

Project management

Communication

Customer service

Team leadership

Education

Degree in Business Administration or related fields

Job description

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.

Job Responsibilities

• Provide executive support in strategic planning and departmental initiatives, ensuring alignment with organisational objectives.
• Provide project management support for departmental initiatives, including preparing management presentations and coordinating effectively with stakeholders to ensure timely delivery.
• Support the preparation and monitoring of budgets and manpower plans.
• Assist in overseeing daily operations to ensure efficient, consistent, and high‑quality service delivery.
• Lead and supervise teams to uphold high standards of administration and service excellence.
• Support the formulation, review, and enforcement of policies, operational procedures, and regulatory requirements to safeguard the Club’s integrity and brand.
• Oversee service performance management, including the development and monitoring of Service‑level Agreements (SLAs) and periodic reporting across sub‑teams.
• Conduct regular reviews of Standard Operation Procedures (SOPs) and support audit processes to ensure compliance, consistency, and continuous improvement in operations.
• Maintain accurate records, reports, and effective archiving systems for membership files, policies, and operational documentation.
• Facilitate cross‑functional collaboration and communication to enhance operational efficiency and service quality.
• Undertake ad‑hoc projects and responsibilities as assigned by the Supervisor.

Qualifications

• A degree in Business Administration, Communication, Marketing, Hospitality Management or related disciplines.
• A minimum of 5–8 years of managerial experience in project management or within high‑end customer service environment, with proven experience in business planning and process management gained in a private club, membership organisation, or sizable organisation.
• Experience in supporting senior executives, project management, or managing administrative functions is preferred.
• Relevant operational experience in specific areas (e.g., project management, communications, applications, or office administration) is advantageous.

Benefits

We offer competitive salary and benefits packages, a dynamic working environment, and development opportunities.

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 [e-mail]. 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.