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For Companies At a Glance
- Tasks: Deliver top-notch customer experiences and engage with clients to boost satisfaction.
- Company: Join a vibrant club focused on exceptional service and community engagement.
- Benefits: Enjoy flexible working hours, training opportunities, and a dynamic work environment.
- Why this job: Be part of a team that values collaboration and customer connection in a lively setting.
- Qualifications: Experience in high-end businesses is essential; management experience is a plus.
- Other info: Opportunities for travel and involvement in exciting events await you!
The predicted salary is between 36000 - 60000 £ per year.
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 and 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.
- 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.
- 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 to travel as and when required.
Customer Relations Manager employer: TalentBet: iGaming & Fintech Recruitment Experts!
Contact Detail:
TalentBet: iGaming & Fintech Recruitment Experts! Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Relations Manager
✨Tip Number 1
Familiarise yourself with the latest trends in customer relations, especially within the casino industry. Understanding what high-end customers expect can give you an edge during interviews.
✨Tip Number 2
Network with professionals in the industry by attending relevant events or joining online forums. Building connections can provide insights and potentially lead to referrals for the Customer Relations Manager position.
✨Tip Number 3
Demonstrate your knowledge of the Player Management System and how it can be used to enhance customer engagement. Being able to discuss specific strategies will show your proactive approach to the role.
✨Tip Number 4
Prepare to discuss your previous experiences in high-end customer service roles. Highlight any achievements that showcase your ability to improve customer satisfaction and retention, as this is crucial for the role.
We think you need these skills to ace Customer Relations Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer relations, especially in high-end businesses. Emphasise any previous roles that involved managing customer experiences or working collaboratively with different departments.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of the role and the company. Mention specific skills such as your ability to analyse customer behaviour and your experience with customer retention strategies.
Highlight Language Skills: If you have proficiency in Arabic or Indian languages, make sure to mention this prominently in your application. This could set you apart from other candidates and is particularly relevant for this role.
Showcase Communication Skills: Since the role requires excellent written and verbal communication skills, provide examples in your application where you've successfully communicated with customers or internal teams. This could be through reports, presentations, or direct interactions.
How to prepare for a job interview at TalentBet: iGaming & Fintech Recruitment Experts!
✨Showcase Your Customer Service Skills
As a Customer Relations Manager, your ability to provide a high-class customer experience is crucial. Prepare examples from your past roles where you successfully handled customer queries or complaints, demonstrating your problem-solving skills and commitment to customer satisfaction.
✨Understand the Product and Competitors
Familiarise yourself with the club's offerings and the competitive landscape. Be ready to discuss how you would leverage this knowledge to attract and retain customers, as well as how you can improve the overall customer experience based on competitor analysis.
✨Demonstrate Team Collaboration
This role requires working collaboratively with various departments. Prepare to share experiences where you effectively collaborated with others to achieve a common goal, highlighting your interpersonal skills and ability to communicate across teams.
✨Prepare for Financial Performance Discussions
Since monitoring financial performance is part of the job, be prepared to discuss how you have previously tracked and reported on performance metrics. Bring examples of how you used data to make informed decisions that positively impacted customer engagement and retention.
