Manager, Special Project

The Hong Kong Jockey Club; Hong Kong; On-site; HKD 420,000 - 660,000; Full time

Job summary

The Hong Kong Jockey Club is seeking a professional to manage the supply and orchestration of pseudo customers for trials and simulations within the Membership & Customer Excellence division. You will liaise with internal teams and external stakeholders to ensure a seamless experience from onboarding to post-experience follow-up.

The role requires a minimum of five years in project management and strong communication, with a degree in a relevant field.

Qualifications

• 5+ years of working experience in related roles.
• Experience in business project management and communications.
• PMP certification is a plus.
• Bachelor's degree or equivalent in relevant disciplines.
• Customer management and data analytics experience.

Responsibilities

• Assess and secure supply of pseudo customers for trials and simulations.
• Plan, coordinate, and oversee end-to-end journey of pseudo customers.
• Coordinate arrangements across a vast network of stakeholders.
• Support customer experience validation through structured trials and simulations.
• Monitor KPIs to evaluate programme effectiveness and support data-driven decision-making.
• Contribute to SP30 initiatives planning and execution.

Skills

Project management

Communication

Data analytics

Education

Bachelor's degree or equivalent

PMP certification (preferred)

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.

The Job

• Assess and secure the supply of pseudo customers for trial and simulation exercises through effective liaison and coordination with internal teams and external stakeholders
• Plan, coordinate, and oversee the complete end-to-end journey of pseudo customers, including onboarding, briefing, scheduling, participation in simulation activities, and post-experience follow-up to ensure a seamless experience
• Manage and coordinate arrangements across a vast network of stakeholders, ensuring timely delivery, service quality, and alignment with programme requirements
• Support customer experience validation through structured trials and simulation exercises, identifying gaps and opportunities for service improvement
• Monitor, track, and report on key performance indicators (KPIs) to evaluate programme effectiveness and support data-driven decision-making.
• Contribute to the development and implementation of the Corporate Outings, Team Racing, Equestrian Display and other SP30 related initiative, including planning, stakeholder coordination, experience validation and execution support

About You

• Minimum of at least 5 years of working experience.
• Proven experience in business project management and communication experience.
• Project Management Professional (PMP) is a plus.
• Bachelor's degree or equivalent in relevant disciplines.
• Customer management and data analytics functions

Equal Opportunity and Inclusive Hiring

• A minimum of 5 years of relevant experience in project management
• Customer management and data analytics functions