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By celebrating progress, empowering teams, and investing in people, HKJC Retail is elevating the employee experience, and building a resilient, high-performing workforce ready for the future.
This article is brought to you by The Hong Kong Jockey Club
“Empowering our employees extends beyond strategy; it demonstrates our commitment to nurturing talents and cultivating a collaborative, customer-focused workplace,” states Dennis Hau, Executive Director, Customer Strategy, Insights and Innovation, The Hong Kong Jockey Club.
“At the Club’s Retail Department (HKJC Retail), our people are at the heart of everything we do,” affirms Winnie Tong, Executive Manager, Retail Planning and Control, The Hong Kong Jockey Club.
As HKJC Retail evolves from providing purely transactional services to delivering customer-centric experiences that meet changing customer expectations and business needs, it has embraced a culture transformation, with a clear focus on empowering its workforce through recognition, autonomy, and collaboration. This transformation also drives business agility, efficiency, and effectiveness, enabling the retail to adapt swiftly to market demands while maintaining operational excellence.
Building on its strong ‘internal talents first’ philosophy, HKJC Retail prioritises nurturing and promoting talent from within, ensuring employees at all levels have clear career paths, and recognising every step of progress.
This philosophy is unified by the Club’s broader principle of 'One Club, One Team, One Vision', aligning individual and team performance with organisational goals.
“This approach not only builds loyalty but also empowers our colleagues to deliver exceptional customer experiences aligned with our culture transformation,” says Tong.
Hau adds, “Happy employees lead to happy customers. When employees feel valued, they are motivated to go extra mile for our customers, contributing to the overall success of the Club.”
A strategic response to a changing landscape
To support its transformation, HKJC Retail has launched the ‘Starry Club Recognition Programme’, a silver-award-winning rewards and recognition strategy at the recent Employee Experience Awards 2025 in Hong Kong.
This comprehensive programme is more than a rewards initiative – it is a catalyst for engagement and growth, enabling employees to take ownership, collaborate, and develop professionally.
Under the ‘Branch Performance Measurement System (BPMS)’, initiatives such as skip-level chats with senior management ensure open communication and mentorship. Scorecard reviews help employees identify strengths, address gaps, and stay aligned with their branch's mission. Furthermore, the internal analytics platform ‘Tableau’ allows employees to track performance, identify trends, and make informed decisions.
High-performing teams are rewarded with an overseas incentive tour, where colleagues could gain inspiration from the best practices of foreign companies through exchange sessions and company visits. They are also engaged in team-building activities that further strengthen collaboration and unity.
Recognition at HKJC Retail isn’t limited to top performers. The quarterly ‘Get-Together Reward Programme’ enables branches to set their own goals and celebrate achievements in ways that resonate with their teams, fostering a sense of ownership and belonging.
HKJC Retail’s recognition strategy is grounded in fairness, transparency, and inclusivity. Every team member’s contribution is valued – whether they reach the top or demonstrate incremental progress and diverse achievements. This approach not only boosts morale, but also provides developmental opportunities, encouraging self-learning and continuous improvement.
Building a sustainable culture
To future-proof its initiative, HKJC Retail is introducing additional momentum-building awards for high performing branches and individual contributors, while maintaining a flexible framework that adapts to feedback and changing business needs.
HKJC Retail is also leading the way in embracing the digital age and supporting a diverse workforce. With cloud-based HR systems, tailored engagement initiatives, and personalised learning and development journeys, it ensures that employees at various stages and roles – including the multi-generational workforce – are equipped and motivated to contribute effectively to the Club’s future.
“Our vision is to foster a collaborative, customer-centric culture where every colleague takes ownership and works together towards shared success,” says Hau.
Tong adds, “This, combined with our focus on internal talent and innovation, will ensure HKJC Retail remains a great place to work and grow in the years ahead.”
Photos / The Hong Kong Jockey Club
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