Manager, Owners Engagement and Services (Mainland)

The Hong Kong Jockey Club

Founded in 1884, The Hong Kong Jockey Club ("the Club") is a world-class horse sports and entertainment organisation that acts continuously for the betterment of our society. The Club has a unique value creation model, through which the Club generates sustainable economic and social value for the benefit of the community and supports the HKSAR Government in combatting illegal gambling.  The Club is Hong Kong’s largest single taxpayer and one of the city’s major employers. Its Charities Trust is one of the world’s leading charity donors.

The Division

The Racing Division is committed to managing all aspects of Hong Kong’s world-class sport of horse racing, covering the full value chain — from importation and training to racedays, equestrian, welfare, integrity, and international engagement.  We're shaping racing into a dynamic sporting, social, and entertainment experience.

Job Summary

The job holder reports to Senior Manager, Ownership Development & Services (Mainland).

 He/She is responsible for

(1) Supporting implementation of the Mainland Membership and Horse Ownership Strategy in the context of Club’s future GBA development, focusing on promoting and sustaining the Club’s racing business by conducting racing and horse ownership education, exposure and experience programs to Mainland Members and connections, to groom their interest in racing and convert them to horse owners;

(2) Captaining and supervising a team of relationship managers  to look after Mainland horse owners’ entire journey with personalised services to uphold their comfort and satisfaction for continued participation in ownership and development of owner community, through close collaboration with Racing, Membership and other stakeholders,

(3) participating in Mainland ownership recruitment and business drives, managing on-boarding experience and acting as a focal point in Mainland Owners’ reciprocal use of the Hong Kong facilities, and providing administrative and communication support on overall Mainland Ownership  processes and governance and

(4) streamlining service delivery via process reengineering and close collaboration with key business partners.

The Job

• Assisting Senior Manager, Ownership Development and Services (Mainland) in planning and conducting different owner acquisition, cultivation and engagement events and programs in Hong Kong, Mainland and Overseas (e.g. racing education workshop, owner talk, and racing tour) according to the Ownership development and implementation strategies to recruit new Members with owner propensity, groom the Mainland Members’ interest in Racing and Horse Ownership, contributing to meeting the annual target set for Mainland Members’ conversion to Racing Members, their entry to the horse ballot, and new intake and population of owners and horses, and to facilitate their adaption to the Hong Kong racing and horse-owning systems and protocols. 
• Supervising and captaining a team of owners relationship managers to develop, coordinate and provide one-stop personalised engagement and services to the increasing population of Mainland Racing Members/Owners on their Racing and Horse Ownership experience in Mainland and Hong Kong and to sustain their interest and commitment in horse ownership, to turn them into Club’s ambassadors to promote ownership and refer owner prospects from their network to join the Club, for continuous growth in owners size and quality.
• Managing on-boarding experience and events of new Mainland Owners and Permit Holders and acting as a focal point to look after their reciprocal use of Hong Kong racing and clubhouse facilities, and coordinating the enquiries and communication among Mainland Owners, business units in HK, GBA and BJCH.
• Participating in formulation of Ownership Membership development strategies and execution of recruitment drives especially on identifying and following up prospects with owner potential via engagement with Members/Owners and their connections, and close collaboration with Mainland Membership Development team. At the same time, look for opportunity to streamline business processes to achieve productivity improvement through close collaboration with key business partners 
• Supporting content development for Mainland marketing publications and collaterals at various channels on racing and ownership, by liaising with Mainland Owners, internal departments and vendors to supply and gatekeep the required information such as horse knowledge, racing policy and owner stories
• Providing coordination and communication support on development and maintenance of Mainland Ownership policies and governance, and to gate keep their compliance with the Club’s standard. 
• Undertaking other assignments by Senior Manager, Ownership Development and Services (Mainland) and/or HOD from time to time.

About You

• a degree in Communications, Marketing, Hospitality or a related discipline
• a minimum of 8 years’ experience in customer services environment associated with the Mainland markets, preferably engagement with high-end customers
• a good understanding of the Mainland culture and customs, being a native Mainlander is an advantage 
• Hospitality or marketing management
• excellent command of Putonghua, as well as high proficiency in spoken and written English and Chinese
• to be independent and out-going, with strong inter-personal skills
• Knowledgeable on the Club’s core business of horse racing, Membership and Wagering

Apply Now!

We offer competitive salary and benefits packages, dynamic working environment and development opportunities.

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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 [email protected]. 

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.