Assistant Customer Care Manager / Senior Business Analyst (Projects & Process Improvement)

The Department

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 enhancing data provision & insights, and online / offline customer strategies devised, improving the channels’ and segment teams’ ability to enhance customer experience, driving wagering turnover and grooming customers up the tiers.

The Integrated Contact Centre in Retail and Telebet Services Department provides one-stop customer service to the Club’s customers and general public. By means of telephone hotlines and online channels, we provide customers with product information, enquiry handling and feedback handling, etc.

The Job

You will: