Senior Client Relations Manager in Ascot

Welcome to Ascot where tradition meets innovation and excitement is the heartbeat of our business. We are a destination for over 500,000 guests each year where passion, elegance, and celebration converge. As one of the world's leading racecourses, Ascot is renowned for its rich heritage spanning over 300 years. We are committed to building a Global lifestyle brand, wrapped around the world-class horse racing we run.

The Senior Client Relations Manager will be responsible for delivering an exceptional year-round client management experience for Annual Boxholders, ensuring high standards of service, operational delivery, and stakeholder engagement across the portfolio. The role will retain a clear commercial focus, driving revenue growth for Ascot Racecourse through retention, renewal, and new business, while strengthening client relationships, refining the pipeline, and improving operational efficiencies.

Annual Boxholders provide a well-established revenue base, with a firm and loyal clientele that includes many valued stakeholders within the racing industry and beyond. This is a key senior role within the Ascot commercial team, accountable for the day-to-day client management, operational coordination, sale and renewal of all annual boxes, and delivery of the budgeted annual income.

With a substantial income expectation, this role focuses exclusively on Annual Boxholders and on providing a consistently high level of dedicated client service throughout the year. The Senior Manager will ensure the operational requirements of the portfolio are planned, coordinated, and delivered effectively, while remaining empowered to cross-sell all Ascot products and support the strategic development of the proposition based on current trends across similar industries.

Primary focus of the operational delivery will be on coordination with 1711, Ascot’s in-house catering providers, to support a seamless, streamlined, and professional client journey at all touch points, culminating in delivering exceptional experiences and service on racedays.

With direct line management responsibility, and emphasis on cross-departmental coordination to deliver, the role will set the standard for proactive client relationship management, ensuring the team understands client needs, delivers operational excellence, and identifies efficiencies that improve the overall service experience.

What you’ll be doing:

• Lead the year-round client management approach for Annual Boxholders, building and nurturing strong relationships with clients and ensuring the team delivers a consistently high level of client servicing.
• Act as the lead account manager for high-value clients, conducting regular meetings and touchpoints, including attendance at racedays to engage with clients face to face.
• Lead and collaborate with internal stakeholders to champion excellence in service delivery and standards, and to align resources, support operational delivery and deliver the agreed strategic direction.
• Develop and implement a contact strategy for boxholders to understand their needs, expectations, and feedback, using insight to improve the client experience.
• Oversee the operational delivery of the Annual Boxholder portfolio, ensuring internal processes, resources, and stakeholder activity are coordinated effectively to support clients throughout the year.
• Identify operational efficiencies to streamline processes, improve service delivery, and assist with cost-saving initiatives.
• Oversee the renewal process for existing clients, ensuring initiatives are in place to retain a high level of business and identify upsell opportunities.
• Be the go-to person for all enquiries regarding Annual Box clients from internal stakeholders, ensuring clear communication and timely resolution of client-related matters.
• Establish, develop, and report on key performance metrics related to client service, operational efficiency, sales performance, and retention.
• Manage the dedicated Annual Boxes Business Development cost budget effectively to drive new business.
• Drive revenue by increasing sales and retention of Annual Boxholders, targeting both new and existing clients.
• Develop a proactive pipeline strategy for sales, identifying high-value leads and managing prospects through the sales cycle.
• Set and monitor revenue targets for the portfolio and implement sales strategies to exceed financial objectives where possible.
• Conduct a comprehensive review of the current Annual Boxholder portfolio, assessing client feedback, market trends, and internal processes.
• Develop recommendations to enhance value for clients and Ascot Racecourse.
• Analyse market trends to identify opportunities for change and ensure Ascot’s offering remains competitive and in line with wider industry standards.
• Stay informed of industry trends and competitor offerings in the luxury hospitality space.
• Work closely with the Head of Memberships & Annual Boxes to support the identification and development of growth opportunities within the wider commercial department.

Other responsibilities:

• Work closely with internal stakeholders to improve best working practices and strengthen the operational delivery of the Memberships function.
• Collaborate with the Senior Memberships Manager to lead the day-to-day management of the wider Memberships team and support the commercial department with strategic input.
• Support the Head of Memberships & Annual Boxes with ad hoc commercially focused projects as required.
• Provide direct line management for the Annual Boxes Manager.

Skills and experience you can bring:

• Strong relationship management and client servicing approach, with experience managing high-value client relationships.
• Proven ability to coordinate operational delivery, improve working practices, and manage multiple stakeholders.
• Previous experience working in a sports, entertainment, or hospitality venue is desirable, including experience managing private boxes, hospitality suites, or similar premium guest areas.
• Strategic thinker with the ability to analyse data, report accurately, and develop actionable insights.
• Experience managing revenue targets.
• Proficiency in CRM systems and data reporting.
• Excellent communication and negotiation skills.
• Ability to work collaboratively across multiple departments.
• Marketing understanding and ability to understand the brand and its values.
• Committed to raising the standard in every aspect of working life.
• Ability to work under pressure and deliver deadlines.
• Ability to communicate in a proactive and positive manner.
• Ability to be flexible and adaptable.
• Integrity, commitment, and diplomacy.
• The willingness to work in a spirit of partnership.
• Possess core competencies to promote Ascot as a world-class racecourse and to ensure that all customers receive the best possible level of service.

What you can expect from us:

• A best-in-class welcome with a tailored induction and racecourse tour, as well as a wide range of training schemes to help with your learning and development.
• Access to a range of wellbeing support for yourself and your family including a dedicated Employee Assistance Programme and Healthcare support app with 24/7 virtual GP access.
• Opportunity to make an impact in our volunteer week with a day out of the office to support local community and charity partners.
• End of year offices closed (extra 2 days annual leave added to your entitlement).
• Complimentary race day entry for friends and family.
• Exclusive discounts in local shops and cafes.
• Exclusive discounts from selected partner brands and suppliers.
• Invitations to our regular social events throughout the year.

What sets us apart from the rest:

We take pride in our commitments to make a positive change for now and future generations to come, whether through our Diversity and Inclusion strategy and training programmes, our award-winning ‘Racing To Zero’ sustainability actions, or our forward-thinking employee benefits including flexible working and menopause policies, as well as health and EAP support access. We are also proud of our community outreach which includes a volunteering week for all employees to spend time supporting local charities.

Our Diversity and Inclusion Vision:

We are committed to ensuring guests from all backgrounds and communities feel welcome at the Racecourse and are working to ensure our internal teams are nurtured within a supportive and inclusive environment. Our mission is to eliminate discrimination and prejudice of any kind at our venue and throughout our business. By educating and implementing meaningful actions across all that we do, we can make certain that Ascot is a place for everyone to enjoy.

As an equal opportunities employer, Ascot Racecourse is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join our company.