Manager, Membership Services (One-year Contract)

Global Sports Jobs Limited; Hong Kong; On-site; HKD 420,000 - 700,000; Full time

Benefits offered by this job

Competitive salary

Dynamic environment

Development opportunities

Job summary

Global Sports Jobs Limited in Hong Kong is seeking a senior professional to lead the Membership & Customer Excellence division, supervising supervisors, officers and part-time staff, and oversee member engagement, raceday support, and customer-centric campaigns across clubhouses, racecourses and off-course venues.

The role collaborates with internal teams to ensure agile, high-quality service across touchpoints, drives loyalty initiatives, tracks feedback, manages budgets and procurement, and

Qualifications

• Bachelor's degree in business, marketing, communications, hospitality or related field.
• Minimum five years in membership services, events or customer engagement.
• Previous team leadership experience.
• Experience with campaign implementation and customer feedback analysis.
• Experience in multi-channel service, reporting or UAT and procurement awareness.

Responsibilities

• Supervise supervisors, officers and part-time staff, manage rosters, coaching and quality standards.
• Handle inquiries, complaints and feedback with professional guidance.
• Oversee on-site support at races and manage event logistics for Members and VIPs.
• Lead customer-centric engagement programmes to acquire, retain and boost loyalty.
• Prepare reports, analyze feedback and support campaign measurement.
• Coordinate timelines, resources and documentation for projects and UAT testing.
• Track expenses and assist with procurement to stay within budget.
• Collaborate with internal teams to resolve Member requests and coordinate activities.
• Ensure compliance with policies, procedures and regulations.

Skills

Team leadership

Customer engagement

Campaign analysis

Multi-channel service

Education

Bachelor's degree in related field

Job description

About the Role

The role sits within the Membership and Customer Excellence (MCE) Division, which is responsible for delivering world-class experiences and deepening engagement across all customer segments. The position supervises supervisors, officers and part-time staff while overseeing Member and VIP engagement, raceday support and customer-centric campaigns. Working closely with internal teams, the post-holder helps ensure consistent, agile and high-quality service across clubhouses, racecourses and Off-Course Betting Branches, and supports the Division's customer experience strategy across digital and physical touchpoints.

Key Responsibilities

• Supervise supervisors, officers and part-time staff, managing rosters, coaching and quality standards to ensure operational continuity.
• Handle inquiries, complaints and feedback promptly and professionally, providing accurate product and service guidance.
• Oversee on-site support at the Voting Members' Box during racedays and manage logistics for Club events and activities involving Members and VIPs, including at off-premise venues.
• Guide initiatives and programmes that encourage racecourse attendance and Member participation, ensuring courteous and professional handling of requests and relationship-building activities.
• Implement customer-centric engagement programmes and campaigns to acquire, retain and enhance loyalty, facilitating outbound initiatives and follow-ups to strengthen Member relationships.
• Prepare reports, verify information and analyse feedback and operational data to identify improvement opportunities, assisting in measuring campaign effectiveness and recommending enhancements.
• Lead smaller projects and support larger initiatives by coordinating timelines, resources and documentation, including participating in and organising user acceptance testing (UAT) for new systems or processes.
• Track expenses and assist with procurement processes to ensure smooth daily operations and adherence to budget guidelines.
• Work closely with internal teams to resolve Member requests and coordinate engagement activities.
• Contribute to the successful completion of projects within specified deadlines and budgets, and ensure compliance with relevant policies, procedures and regulations to maintain operational integrity.

Required Experience & Qualifications

• Bachelor's degree in Business Administration, Marketing, Communications, Hospitality Management or a related field.
• Five years' experience in membership services, events or customer engagement.
• Prior team lead experience.
• Exposure to campaign implementation, customer feedback analysis and service improvement initiatives.
• Experience in multi-channel service, reporting and project coordination or UAT.
• Working knowledge of budgets and procurement processes.

Preferred Skills

• Experience in copywriting, such as marketing or communication materials.

Workplace

• Variable working hours, including evenings, weekends and racedays, to support operational needs during key events.

Benefits & Perks

• Competitive salary and benefits package.
• Dynamic working environment.
• Development opportunities.

The Club welcomes applicants from diverse backgrounds as an equal opportunity employer.