Ms Terecina Kwong is currently the Executive Director, Membership and Customer Excellence of The Hong Kong Jockey Club. Terecina leads the Club’s Membership strategy to create exceptional lifestyle and culinary experiences for Club Members and oversees our clubhouse and racecourse operations in Hong Kong and the Chinese Mainland. She shapes the value propositions to enhance Members’ interest in race-going, horse ownership, equestrian sports, and further collaborates with the Racing Division to expand the horse ownership pipeline in both Hong Kong and Chinese Mainland.
In addition, she oversees the development of a comprehensive customer experience strategy, harmonising and elevating the overall customer journeys across the Club, tailored to customer segments. This creates a unified experience blueprint and ensures consistent adoption of best practices throughout all customer touchpoints to drive efficiency and agility, including in digital channels, racecourses, clubhouses, retail and Telebet.
Furthermore, Terecina oversees the Club’s data strategy and governance, with an immediate focus on the data of Owners, Members and customers, ensuring a holistic and unified view.
Before joining the HKJC, Terecina was an accomplished executive with global expertise in customer management, technology, innovation, and operations, particularly in Asia, China and Europe. She has held senior roles as a transformation leader encompassing sales, strategy, product development, channel distributions, and operational management at HSBC, and her last role was Chief Operating Officer, International Wealth and Premier Banking.
Terecina holds a Master of Business Administration degree from The Chinese University of Hong Kong, a Bachelor’s Degree in Law from University of London, as well as a Bachelor’s Degree of Arts from University of British Columbia. She is also a Fellow Certified Practising Accountant (CPA) from Australia.