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Apply knowledge of the CRC Grandstand House Rules and Total Experience Design to assist the line manager in the design the Customer Services Operating Model and simulation planning for all the customer services operations within CRC Grandstand.
Assis the line manager in working with different department to provide services to meet the Customer Experience program, ensuring a deep understanding of customer preferences, needs, and expectations.
?Assist the line manager in developing SLA focused on providing high customer satisfaction for all Segment clients to CRC Grandstand.
Define customer experience touch points to sharp the customer perception of branding and enhance customer experience and drive greater satisfaction.
Assist Line Manager in Create Master Training Plan for Customer Services Functions.
Support Line Manager to oversee VIP services operations teams to ensure VIP Services operations are carried out per SLA.
Work closely with Owner segments to develop personalized service packages precisely tailored to meet the diverse needs of all VVIP. Define customer experience touch points, design and execute personalized service to our VVIP guests in the Grandstand.

香港賽馬會成立于1884年，是致力建設更美好社會的世界級賽馬機構。香港賽馬會透過其結合賽馬及馬場娛樂、會員會所、有節制體育彩票及獎券、慈善及社區貢獻的獨特綜合營運模式，創造經濟及社會價值。香港賽馬會慈善信托基金位列全球十大慈善捐助機構。此外，香港賽馬會亦是香港位列前位的單一納稅機構。廣州香港馬會賽馬訓練有限公司（以下簡稱“從化馬場”）為香港賽馬會全資子公司。2008年香港賽馬會成功協助舉辦了北京奧運會馬術比賽，并于2010年成功協助廣州亞運會舉辦馬術比賽。其后，香港賽馬會透過其全資子公司從化馬場，將由其設計及興建的廣州亞運會馬術比賽場地改建成內地一個世界級馬場和純種馬訓練中心。經過8年改造，從化馬場于2018年8月正式投入運營，并計劃2026年10月31日開始香港賽馬會將在從化馬場舉辦世界級賽事。展望未來,從化馬場具潛力支持粵港澳大灣區和整個內地馬術產業的發展。