Manager, Membership Services

Company description:

The Hong Kong Jockey Club

Job description:

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

• 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

About You

• Bachelor's degree in Business Administration, Marketing, Communications, Hospitality Management, or a related field.
• Bachelor's degree (Business, Hospitality, Communications or related).
• 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 copywriting is an advantage. Such as marketing materials or communication materials, will be preferred.
• Experience in multi‑channel service, reporting, and project coordination/UAT.
• Working knowledge of budgets and procurement processes

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 careers@hkjc.org.hk. 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.