Customer Digital Experience Development Manager
The Hong Kong Jockey Club
Hong Kong

The Department

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 Customer Digital Experience Department is responsible for leading and managing development projects of digital wagering experience and customer service digital transformation.

Besides project management, its scope includes content requirement definition, user-interface and user experience design, as well as the look and feel based on customer insights and product requirements.

You will :

  • Support Head of Customer Digital Experience to manage digital development projects per business requirements, on-time and within budget
  • Obtain appropriate endorsement and approval from project sponsor and key stakeholders, including the development of business case
  • Work closely with IT, other supporting departments and external vendors to deliver the projects with desired quality
  • Develop the front-end user requirements for the Club’s digital transformation on wagering customer journey and digital experiences
  • Manage external vendors and designers to develop user-interface (UI) and user experience (UX) and prototype, to finalise the front-end design and user requirements for management’s approval
  • Participate in User Acceptance Test for digital channel front-end design and project-driven new features, and to ensure the final product is developed as per user requirements and approved design
  • Plan the product launch with Marketing / Customer Segment teams and support the product launch campaign, e.g. campaign website development, app screens for marketing material, product launch video
  • Monitor the customer demand and system healthiness (CPU and memory utilization) of digital assets, and plan for capacity needs with IT
  • Monitor mobile device / OS and web browser development trends, and work with IT regularly to ensure these digital assets are compatible with latest device / OS / browser versions, also arrange fixes / workarounds for issues found and apps release from planning to execution, including the submission to app store
  • Assist the Department Head to conduct research on new digital technology trend, suggest innovative ideas for the Club to deploy in medium-term, and define digital asset proposition, also maintain development roadmap of digital assets, and work with IT to plan the implementation timeline
  • You should have :

  • Bachelor degree in Business or Marketing with strong technology knowledge and experience in e-Business, OR in Computer Science / Electronic Engineering with a keen business sense and significant customer service
  • Minimum of 8-10 years’ management experience in design, development or operations of customer-centred e-Commerce sites and / or web portals and / or mobile apps, and online channels technical support experience is an asset
  • Understanding of the latest digital trend, technology (e.g. 5G, AI) and best practices in the market
  • Proven track record in business management of large scale e-service and distribution channels
  • Excellent leadership and people management skills and be experienced in managing a team composed of individuals with diverse backgrounds
  • Good knowledge and understanding of mobile / web technology / programming in browser / iOS / Android development tools
  • Excellent project management skills, multi-tasking and time management skills as well as a strong interest in e-Business
  • Proficiency in both written and spoken English and Chinese
  • 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.

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