The Department

The Customer Strategy, Insights & Innovation Division (CSII) 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 enhanced data provision & insights, and online / offline customer strategies devised, improve the channels' and customer groups' ability to enhance customer experience, drive wagering turnover and groom customers up the tiers.

The Tourist Customer Group (MMAE) is defined as “affluent or upper-middle class PRC customers” who reside in HK or are frequent visitors to Hong Kong. They are not HKJC members today. Racing has been a product created primarily for local, Cantonese-speaking HK residents. However due to the demographics change and the increasing integration of HK with China, there is an opportun...