Customer Relationship Officer

The Customer Strategy, Insights, and Innovation (CSII) Division is dedicated to cultivating customer-centric capabilities across the Club ecosystem and shaping customer strategies that drive business growth. Through a data-driven approach, the Division strives to achieve a 360-degree understanding and insights of owners, members and wagering customers, enabling the seamless design of end-to-end customer experiences across online and offline channels (Racecourses and Off-course Betting Branches). This is achieved by integrating Clubwide customer data onto a unified platform, creating a single view of our customers that empowers us to deliver personalised offers and unique experiences.

The Customer Growth and Experience will drive the overall customer group strategy and customer experience & loyalty, business and revenue, and customer loyalty of the Club. To create a bigger impact, in addition to driving the wagering turnover and customer growth, the mission for the department includes nurturing members into owners, grooming new customers to become members, grooming public customers to grow wagering base and moving customers up the tiers. A dedicate team on Customer Loyalty is setting up to drive customer activeness and spearhead a sophisticated Earn & Burn mechanism for our Loyalty Programme.

The job holder reports to Senior Manager, Customer Growth & Experience (Traditional Mass). S/he is responsible for delivering and/or ensuring an appropriate customer experience is delivered across all customer touchpoints. Additionally, s/he will operate the dedicated Racecourse venues for the segment of Traditional Public (age>=45, TO< $1Mil) on racedays.

This position requires a highly customer-centric talent who is a strong team player and with organized operational skill.

The Job

You will:

• Support Line Manager to implement customer strategies in line with Club’s objective and uplift overall customer satisfaction across different customer touch points.
• Manage the venue operation in racecourses especially in area of customer wagering experience.
• Identify prospects in racecourse and build customer relationship.
• Work closely with CRM program team on customer communication and promotion development.
• Ensure compliance with Responsible Gambling Policy and all stipulated legal requirements pertaining to wagering, thereby protecting the integrity of the Club’s businesses..
• Undertake other duties as assigned by Line Manager.

About You

You should have:

• Degree or above in any disciplines
• A minimum of 4 years’ solid experience in customer facing environment, such as airline and hospitality industry
• Excellent interpersonal and communication skills in both English and Chinese
• Ability to be outgoing, proactive, customer-focused and detailed-oriented
• Ability to work on racedays in both Happy Valley and Sha Tin Racecourses

Terms of Employment

The level of appointment will be commensurate with qualification and experience.

Enquiries

We are an equal opportunity employer. Personal data provided by job applicants will be used strictly in accordance with the Club’s notice to employees and prospective employees relating to the Personal Data (Privacy) Ordinance. A copy of which will be provided immediately upon request.