Manager, Owners Engagement

Sits within the Racing Division, which manages all aspects of Hong Kong's world-class sport of horse racing across the full value chain, from importation and training to racedays, equestrian, welfare, integrity and international engagement. The position focuses on owner retention and reactivation, business partnerships and owner engagement events, with responsibility for translating the ownership strategy into campaigns and tactical communication. The role holder also manages and develops junior members of the team and supports race day duties and owners' events in Hong Kong and China.

• Develop comprehensive retention and reactivation programmes to keep existing owners engaged and active.
• Use customer lifecycle analytics to generate insights and inform targeted retention initiatives.
• Manage event logistics and cost control, providing on-site support to ensure successful execution of owners' engagement and commercial partnership events.
• Drive and manage business partnerships and sponsors to support ownership and business development against specific KPIs.
• Translate the ownership strategy into relevant content for owner engagement campaigns and timely tactical communication to owners.
• Maintain good relationships with horse owners, handle their enquiries, understand their needs and channel feedback and comments to management proactively and in a timely manner.
• Contribute ideas and process improvements, based on data and analysis, to continuously enhance and improve the ownership journey and experience.
• Manage and develop junior members of the team.
• Carry out race day duties and owners' events in Hong Kong and China.
• Manage ad hoc projects and perform other duties as assigned.

• Degree holder in Marketing, Communications or hospitality disciplines.
• Minimum 10 years of experience in Marketing & Communication, loyalty & CRM or VIP client servicing.
• Proven experience in event management and loyalty programmes, with knowledge of enhancing customer experience.
• A natural communicator with strong negotiation skills with internal and external stakeholders.
• Customer-centric, detail-oriented and with strong problem-solving skills.
• Passionate and energetic, with the ability to motivate the team and self and openness to taking on challenges.
• Flexible in working hours, including non-office hours, weekends and public holidays.
• Presentable, mature team player with a positive and professional attitude.

• Experience in luxury business and large multinational corporations.

• Competitive salary and benefits package.
• Dynamic working environment.
• Development opportunities.