Member Experience Manager - Racecourse & Events

The Hong Kong Jockey Club; Hong Kong; Vor Ort; HKD 420.000 - 600.000; Vollzeit

Zusammenfassung

The Hong Kong Jockey Club is seeking a dedicated customer experience professional to drive membership engagement across racecourses and OCBBs. You will manage on-site service delivery during racedays and collaborate with Event and Catering teams to elevate the overall customer journey.

Ideal candidates have a background in hospitality or marketing, with 5 years in membership services or events, and experience in campaign implementation and multi-channel communications.

Qualifikationen

• 5 years in membership services/events/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/UAT.
• Working knowledge of budgets and procurement processes

Aufgaben

• Provides personal services through a single point of contact to customers.
• Develops and maintains relationship with customers through customer relations/ retention activities.
• Provides dedicated customer service in assigned venues in racecourses during racedays.
• Works closely with Event, Catering and other service team to deliver the best customer experience on site.
• Works as part of the effective and highly motivated team in delivering business objectives and result.
• Manages the available resources to provide customer services at the racecourse.
• Develops and implements business plan and service improvement initiatives.
• Establishes staff management, development and performance standard to achieve effective and highly motivated team.
• Drives the development and implementation of business performance measurement system and service quality assurance programs.
• Works closely with internal and external partners to enhance racegoing experience and service standard.
• Ensures compliance with Responsible Gambling Policy and all stipulated legal requirements pertaining to wagering, thereby protecting the integrity of the Club's businesses.
• Undertakes other duties as assigned by Line Manager

Kenntnisse

Customer service

Relationship management

Team leadership

Campaign implementation

Copywriting

Multi-channel service

Budget awareness

Ausbildung

Bachelor's degree in Business Administration, Marketing, Communications, Hospitality Management, or a related field

Bachelor's degree (Business, Hospitality, Communications or related)

Jobbeschreibung

The Hong Kong Jockey Club is seeking a dedicated customer experience professional to drive membership engagement across racecourses and OCBBs. You will manage on-site service delivery during racedays and collaborate with Event and Catering teams to elevate the overall customer journey.

Ideal candidates have a background in hospitality or marketing, with 5 years in membership services or events, and experience in campaign implementation and multi-channel communications.