Senior Manager, IT Project Management (2-year contract)

Leads the strategy, implementation, enhancement and support of the CRM platform and related customer engagement applications within the IT Change Department. It partners with Membership, Marketing, Customer Service, Digital and other business stakeholders to optimise customer journeys, improve business processes and support digital transformation. The position drives end-to-end CRM project delivery and manages vendors, integrators and support teams to meet scope, schedule, budget and quality standards.

• Lead the strategy, implementation, enhancement and support of the CRM platform and related customer engagement applications to meet business objectives and customer experience goals.
• Partner with Membership, Marketing, Customer Service, Digital and other business stakeholders to identify opportunities for customer journey optimisation, business process improvement and digital transformation.
• Drive the end-to-end delivery of CRM projects and system enhancements within agreed scope, schedule, budget and quality standards.
• Oversee solution design, system integration and data migration activities, ensuring alignment with enterprise architecture standards, security requirements and industry best practices.
• Manage CRM vendors, implementation partners, system integrators and support teams to ensure high-quality delivery and compliance with contractual and service-level commitments.
• Provide subject matter expertise on CRM capabilities and customer management processes, including customer acquisition, membership management, customer engagement, loyalty programmes, marketing automation, customer service and analytics.
• Manage all aspects of project delivery, including project planning, resource management, budgeting, governance, stakeholder communications, risk management and project reporting.
• Facilitate business requirements gathering, solution workshops, user acceptance testing, training and change management activities to ensure successful business adoption.
• Proactively identify, assess and communicate complex project risks, issues, dependencies and mitigation plans to project sponsors and senior stakeholders, and establish strong relationships with business users, IT teams, vendors and external partners.
• Ensure the CRM solution integrates effectively with enterprise systems such as customer portals, digital channels, loyalty platforms, ERP systems, data platforms and third-party applications, and support post-implementation stabilisation, benefits realisation and continuous improvement.

• Degree in Information Technology, Information Systems, Computer Science, Engineering and Business Administration, or related disciplines.
• Minimum 8 years of project management experience delivering large-scale CRM, digital transformation or customer-facing technology projects.
• Proven experience managing CRM implementations such as Salesforce, Microsoft Dynamics 365, Oracle CX, SAP CRM or equivalent platforms.
• Strong understanding of system integration, data migration, cloud solutions and enterprise application delivery.
• Strong stakeholder management, vendor management and communication skills.

• Professional project management certification (PMP, PRINCE2, Agile, Scrum or equivalent) is preferred.
• ITIL Foundation is advantageous.
• Experience in customer engagement, membership, loyalty, marketing automation, customer service or omni-channel customer platforms is highly desirable.

• Collaborative IT Division community of over 1,500 professionals working across Hong Kong and Shenzhen.

• Competitive benefits package
• Dynamic working environment
• Development opportunities

The Hong Kong Jockey Club is a world-class racing club founded in 1884 that acts continuously for the betterment of society. It operates an 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 and supports the HKSAR Government in combatting illegal gambling.