Senior Loyalty Programme Officer (Operation & Fulfillment)

The Customer Strategy, Insights and Innovation (CSII) Division identifies and leads the customer journey for all stakeholders across the Club ecosystem.

The Division centralises the Club’s customer understanding and insights across owners, members and wagering customers, striving for innovation via our Digital and Retail channels.

Through enhanced data provision & insights, and online / offline customer strategies devised, improve the channels’ and customer groups’ ability to enhance customer experience, drive wagering turnover and groom customers up the tiers.

The Customer Growth and Experience will drive the overall segment strategy and customer experience & loyalty, segment 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 segment to become members, grooming public segments 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.

You will:

• Be responsible for fulfillment process of HKJC Priority program by preparing regular status updates on loyalty tier, reward redemption and yearly loyalty tier renewal within internal and external stakeholders, handling all special loyalty claims including manual point adjustment, redemption refund etc, supporting the proper configuration of the loyalty platform and performing data quality checking process  
• Execute effective customer communication and precise information related to loyalty tier and status details, as well as reward redemption arrangement of the loyalty program across all channels on delivery of the “Priority Card” experience
• Prepare documentation and reports for the loyalty program financial performance and support the respective recharge process  
• Monitor loyalty program operation performance and prepare regular reports for management review
• Support Manager to design and implement improvement plan on the daily operation process
• Work with cross-functional teams and external parties/ vendors to support operation enhancement initiatives and handle UAT
• Prepare documentation (briefing note, scoring method, cost breakdown) and raise Request for Quotation / Tender / Proposal to Procurement to solicit external vendors for purchase order
• Handle quotation/invoice and follow up payment process upon goods/services delivery
• 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 management

You should have:

• Bachelor's degree or post-secondary qualifications in business-related disciplines
• A minimum of 6 years relevant working experience with good exposure in marketing operations and logistics management.
  
  Related experience in customer loyalty program would be an advantage
• Experience in operation of the marketing tools including CMS, CRM, HTML, loyalty package would be a plus
• Proficiency in Microsoft Office (Word, Excel, PowerPoint) and Chinese Word Processing
• Good attention to details, responsible, self-motivated and can work independently
• Good analytical skills in resolving problems and multi-tasking
• Strong skills in teamwork with proactive and collaborative manner
• Good interpersonal and communication skills with proficient command of spoken and written English and Chinese
• Candidate with less experience will be considered as junior role

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