Customer Relations Manager
Key Responsibilities:
· To provide a high-class customer experience to existing customers within the club.
· To provide a high-class customer experience to new customers as identified via the Player Management system and/or Line Management.
· To work collaboratively with all departments within the club to ensure the customer experience is the very best it can be throughout the location.
· Monitor the financial performance of the relevant customer segments against established targets.
· Use the Player Management System or as directed by Line Management to identify lapsed customers and gain an understanding as to why they have lapsed. Where appropriate make contact with the customer to re-engage.
· Thorough understanding of the product knowledge with the ability to analyse customer play behaviour.
· Execute programs for attracting, retaining and reactivating customers, based on short- and long-term analyses of customer trends and needs.
· Maintain an up-to-date knowledge of products, offers, events, promotions and general information relating to clubs’ competitors.
· Accurate & timely reporting on performance versus targets, competitor activities, customer satisfaction and complaints.
· To attract new customers to the club by attending local (and potentially overseas) events as approved by the Club Director/Operations Director.
· Where applicable, to be responsible for the line management of Customer Relations Hosts within the club, providing direction, support and development.
· To support Customer Relations Hosts within the club providing direction and support.
· To produce update reports for Line Management on all own and CR Assistant’s activity within the Club on a monthly basis or as and when required.
· Accurate & timely reporting on performance versus targets, competitor activities, customer satisfaction and complaints.
· To be responsible for the planning of Events within the club and conducting analysis afterwards to measure return on investment.
· To complete and/or assist with Enhanced Customer Due Diligence, Social Responsibility and safer Gaming reporting as required.
· Where applicable, to be responsible for and/or assist with Social Media postings via approved channels.
· To help our customers understand the current interactive offers and promotions available.
Skills, experience and behaviours
· Previous Experience of working in a high-end business is essential.
· Experience of working in a similar role within a London Casino Business is advantageous but not essential
· Previous line management experience would be beneficial but training can be given to the right candidate.
· A high standard of written communications.
· A high standard of written and spoken Arabic or Indian.
· Excellent verbal communication and interpersonal skills.
· The ability to adopt a positive and flexible attitude to changing priorities and procedures.
· A proven track record in communicating effectively with internal departments.
· The ability to adopt a London Regional view and consider the best approach for the business at all times.
· A flexible attitude to working hours and the ability travel as and when required.