Clubs, Teams & Franchises
Manager, Membership Services (One-year Contract)
Mid Level
Hong Kong
in office
Contract
Job description
About the Role
Sits within the Membership and Customer Excellence (MCE) Division, which is responsible for delivering world-class experiences and deepening engagement across all customer segments. The position supervises supervisors, officers and part-time staff while overseeing Member and VIP engagement, raceday support and customer-centric campaigns. Working closely with internal teams, the post-holder helps ensure consistent, agile and high-quality service across clubhouses, racecourses and Off-Course Betting Branches, and supports the Division's customer experience strategy across digital and physical touchpoints.
Key Responsibilities
- Supervise supervisors, officers and part-time staff, managing rosters, coaching and quality standards to ensure operational continuity.
- Handle inquiries, complaints and feedback promptly and professionally, providing accurate product and service guidance.
- Oversee on-site support at the Voting Members' Box during racedays and manage logistics for Club events and activities involving Members and VIPs, including at off-premise venues.
- Guide initiatives and programmes that encourage racecourse attendance and Member participation, ensuring courteous and professional handling of requests and relationship-building activities.
- Implement customer-centric engagement programmes and campaigns to acquire, retain and enhance loyalty, facilitating outbound initiatives and follow-ups to strengthen Member relationships.
- Prepare reports, verify information and analyse feedback and operational data to identify improvement opportunities, assisting in measuring campaign effectiveness and recommending enhancements.
- Lead smaller projects and support larger initiatives by coordinating timelines, resources and documentation, including participating in and organising user acceptance testing (UAT) for new systems or processes.
- Track expenses and assist with procurement processes to ensure smooth daily operations and adherence to budget guidelines.
- Work closely with internal teams to resolve Member requests and coordinate engagement activities.
- Contribute to the successful completion of projects within specified deadlines and budgets, and ensure compliance with relevant policies, procedures and regulations to maintain operational integrity.
Required Experience & Qualifications
- Bachelor's degree in Business Administration, Marketing, Communications, Hospitality Management or a related field.
- Five years' experience in membership services, events or 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 or UAT.
- Working knowledge of budgets and procurement processes.
Preferred Skills
- Experience in copywriting, such as marketing or communication materials.
Workplace
- Variable working hours, including evenings, weekends and racedays, to support operational needs during key events.
Benefits & Perks
- Competitive salary and benefits package.
- Dynamic working environment.
- Development opportunities.
The Application Process
Applications are submitted online through the Club's careers portal, and the Club welcomes applicants from diverse backgrounds as an equal opportunity employer.
- Create an account and submit an application.
- Applicants with special needs or who require accommodations during the interview process can request them.
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