Customer Relations Manager
Key Responsibilities:
1. Provide a high-class customer experience to existing and new customers within the club, working collaboratively with all departments.
2. Monitor the financial performance of customer segments against targets.
3. Identify lapsed customers using the Player Management System and re-engage them where appropriate.
4. Maintain thorough product knowledge and analyze customer behavior.
5. Develop programs to attract, retain, and reactivate customers based on trend analyses.
6. Stay updated on products, offers, events, promotions, and competitor activities.
7. Report performance, customer satisfaction, and complaints accurately and timely.
8. Attract new customers by attending local and overseas events, as approved.
9. If applicable, manage and support Customer Relations Hosts.
10. Produce regular activity reports for Line Management.
11. Plan and analyze events to measure ROI.
12. Assist with Customer Due Diligence, Social Responsibility, and safer Gaming reporting.
13. Support social media postings through approved channels.
14. Help customers understand current offers and promotions.
Skills, Experience, and Behaviors:
1. Experience in a high-end business environment is essential.
2. Experience in a similar role within a London Casino is advantageous but not essential.
3. Previous line management experience is beneficial; training can be provided.
4. High standard of written communication skills.
5. Fluent in written and spoken Arabic or Indian languages.
6. Excellent verbal communication and interpersonal skills.
7. Flexible and adaptable to changing priorities and procedures.
8. Effective communication with internal departments.
9. Ability to consider the best business approach regionally.
10. Flexible working hours and willingness to travel as required.
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