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Customer Care ManagerThe Hong Kong Jockey Club
Customer Care ManagerThe Hong Kong Jockey Club

Job Highlights

  • Call Centre
  • Digital
  • digital transformation

Job Description

The Division

The Customer and International Business Development Division (C&I) is responsible for providing quality wagering experience marketing, and CRM to local and overseas customers of The Hong Kong Jockey Club. The ultimate aim is to provide an impressive total customer experience leading to sustainable turnover growth in a responsible manner.


The Job

You will

  • manage Integrated Contact Centre (ICC) to provide high quality, cost efficient service to account holders and the public and meets or exceeds the agreed service level and operational indexes
  • support the digital transformation journey in Customer Care operation to migrate customer service from manual-intensive mode to self-served/ automated mode through the adoption of appropriate technology
  • drive the team to improve the operations by means of performance standards establishment
  • drive the ongoing productivity improvement
  • ensure the team is closely collaborating with the Betting Incident Management (BIM) and Betting Customer Incident Management (BCIM) teams to promptly and appropriately handle customer enquiries and feedbacks aroused by betting incidents
  • manage the team to handle and follow through customer complaints or feedback
  • develop the knowledge base with accurate and update contents
  • monitor customer sentiment and comments on the Club’s product, service and programs
  • ensure the centre comply with Responsible Gambling Policy (RGP) and all stipulated legal requirements pertaining to wagering, thereby protecting the integrity of the Club’s business


About You

You should have

  • a university degree in Business Administration, Marketing, or related disciplines with a strong mathematics and analytics background
  • extensive experience in sizeable call centre environment in financial, banking and telecommunication, with a minimum of 5 years in managerial level
  • proficiency in both written and spoken Chinese and English
  • sound understanding of business dynamics and its key value drivers
  • knowledge in latest technology in digital transformation of customer service operation
  • high personal integrity, is trustworthy, dependable, responsible, accountable
  • to be customer centric
  • leadership, coaching, delegation, and team building skills


Terms of employment

The level of appointment will be commensurate with qualification and experience. A contract employment will be offered to the successful candidate. Contract renewal will be subject to mutual agreement between the Club and the individual.


How to Apply 

Please send your resume, complete with expected salary and job reference by clicking "Apply Now" button or to:


The Human Resources Department

The Hong Kong Jockey Club

1 Sports Road, Happy Valley

Hong Kong 


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 requested.

Additional Information

Career Level




Years of Experience

5 years

Employment Type

Contract, Full Time

Company Website

Company Overview

Founded in 1884, The Hong Kong Jockey 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 Government in combatting illegal gambling. In 2017/18, the Club made a record return to the Government of HK$22.6 billion in duty and profits tax and contributed HK$1.2 billion to the Lotteries Fund. Approved charity donations were HK$4.2 billion. The Club is Hong Kong's largest single taxpayer and one of the city’s major employers. Its Charities Trust is also one of the world's top ten charity donors. The Club is always "riding high together for a better future" with the people of Hong Kong.


香港賽馬會(「馬會」)成立於1884年,是致力建設更美好社會的世界級賽馬機構。馬會透過其結合賽馬及馬場娛樂、會員會所、有節制體育博彩及獎券,以及慈善及社區貢獻的獨特綜合營運模式,創造經濟及社會價值,並協助政府打擊非法賭博。2017/18年度,馬會透過各項博彩稅及利得稅,為政府庫房帶來破紀錄的226億港元收入,並向獎券基金撥款12億港元。另外,已審批慈善捐款達42億港元。馬會是全港最大的單一納稅機構,也是香港主要僱主之一,其慈善信託基金位列全球十大慈善捐助機構。馬會將繼續與香港市民「同心同步同進 共創更好未來」。

Additional Company Information

Benefits & Others

Gratuity, Medical insurance, Performance bonus