Senior Manager, IT Project Management (2-year contract)

The Hong Kong Jockey Club; Sha Tin; On-site; HKD 900,000 - 1,300,000; Full time

Job summary

The Hong Kong Jockey Club is seeking an experienced CRM Lead within the IT division to lead strategy, delivery, and optimization of the CRM platform and related customer engagement systems. You will collaborate with Membership, Marketing, Customer Service and Digital teams to identify opportunities for journey optimisation and digital transformation.

Responsibilities include end-to-end delivery of CRM projects, data migration, system integration, vendor management, and ensuring architectural and

Qualifications

• Minimum 8 years of project management delivering large CRM, digital or customer-facing projects.
• Experience with CRM systems and customer engagement platforms.
• Strong governance, risk and stakeholder management skills.
• Professional certifications (PMP/PRINCE2/Agile) preferred.
• Experience with data migration and system integration.

Responsibilities

• Lead CRM strategy, delivery and support to meet business goals.
• Collaborate with Membership, Marketing, Customer Service and Digital teams.
• Drive end-to-end CRM projects within scope, schedule, budget, and quality.
• Oversee design, integration and data migration aligning with enterprise standards.
• Manage CRM vendors, partners and support teams for high-quality delivery.
• Provide SME on CRM capabilities and customer management processes.
• Manage project planning, resourcing, budgeting, governance and reporting.
• Facilitate requirements gathering, workshops, UAT, training and change mgmt.
• Identify risks, issues, dependencies and mitigation plans.
• Build strong relationships with users, IT, vendors to realize value.
• Ensure CRM integrates with portals, loyalty, ERP, data platforms and apps.
• Support stabilization and benefits realization post-implementation.

Skills

Project management

Vendor management

Stakeholder management

CRM platforms

Data migration

Communication

Cloud solutions

Education

Relevant degree (IT/IS/CS/Engineering/Business)

Tools

Salesforce

Microsoft Dynamics 365

Oracle CX

SAP CRM

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.

Who are we?

We are the IT Division of HKJC, a vibrant community of over 1,500 dedicated professionals working collaboratively across Hong Kong and Shenzhen.

Our team is a diverse mix of individuals from various backgrounds, from all across the world. We embrace our humanity, recognizing that each of us brings unique strengths and perspectives. This diversity not only enriches our work environment but also drives our innovation and creativity as we strive to achieve our collective goals.

What do we do?

We design, build, and operate the technology that powers the Club. Our primary focus is on delivering the service that supports our hospitality, racing and wagering operations, to ensure that our customers and members enjoy exceptional experiences.

We also deliver the changes necessary to drive business growth through new products and services. And, we are committed to safeguarding the Club by protecting it from external threats, providing a secure and resilient technological environment.

The Department

The IT Change Department is crucial for ensuring the successful delivery of all IT change initiatives, whether using agile or waterfall methodologies. It is supported by a robust IT Change Management Office (CMO), which oversees the entire process to ensure efficiency and effectiveness. Key responsibilities of the IT change department:

• Change Initiative Delivery
• Change Management Office
• Quality Assurance
• Release Management
• Portfolio Management
• PDLC Governance

The Job

• Lead the strategy, implementation, enhancement, and support of the CRM platform and related customer engagement applications to meet business objectives and customer experience goals
• Partner with Membership, Marketing, Customer Service, Digital, and other business stakeholders to identify opportunities for customer journey optimisation, business process improvement, and digital transformation
• Drive the end-to-end delivery of CRM projects and system enhancements, ensuring solutions are delivered within agreed scope, schedule, budget, and quality standards
• Oversee solution design, system integration, and data migration activities, ensuring alignment with enterprise architecture standards, security requirements, and industry best practices
• Manage CRM vendors, implementation partners, system integrators, and support teams to ensure high-quality delivery and compliance with contractual and service-level commitments
• Provide subject matter expertise on CRM capabilities and customer management processes, including customer acquisition, membership management, customer engagement, loyalty programmes, marketing automation, customer service, and analytics
• Manage all aspects of project delivery, including project planning, resource management, budgeting, governance, stakeholder communications, risk management, and project reporting
• Facilitate business requirements gathering, solution workshops, user acceptance testing (UAT), training, and change management activities to ensure successful business adoption
• Proactively identify, assess, and communicate complex project risks, issues, dependencies, and mitigation plans to project sponsors and senior stakeholders
• Establish and maintain strong relationships with business users, IT teams, vendors, and external partners to drive successful project outcomes and maximise business value realisation
• Ensure the CRM solution integrates effectively with related enterprise systems such as customer portals, digital channels, loyalty platforms, ERP systems, data platforms, and third-party applications
• Support post-implementation stabilisation, benefits realisation, and continuous improvement initiatives to enhance customer experience and operational efficiency

About You

• Degree in Information Technology, Information Systems, Computer Science, Engineering and Business Administration, or related disciplines
• Professional project management certification (PMP, PRINCE2, Agile, Scrum, or equivalent) is preferred
• ITIL Foundation is advantageous
• Minimum 8 years of project management experience delivering large-scale CRM, digital transformation, or customer-facing technology projects
• Proven experience managing CRM implementations such as Salesforce, Microsoft Dynamics 365, Oracle CX, SAP CRM, or equivalent platforms
• Experience in customer engagement, membership, loyalty, marketing automation, customer service, or omni-channel customer platforms is highly desirable
• Strong understanding of system integration, data migration, cloud solutions, and enterprise application delivery
• Strong stakeholder management, vendor management, and communication skills

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.