Senior Client Relations Manager

Who we are

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, and it is our team of behind-the-scenes heroes that bring every intricate detail to life.

As one of the world's leading racecourses, Ascot is renowned for its rich heritage spanning over 300 years. But we are not bound by the past; we're driven by the pursuit of excellence in everything we do.

From hosting our flagship event, Royal Ascot, to pioneering sustainable practices, we are committed to building a global lifestyle brand, wrapped around the world-class horse racing we stage.

At Ascot we believe in preserving the beauty of our surroundings and minimising our ecological footprint. From eco-friendly initiatives to community engagement programs, we strive to make a positive impact on both the environment and the lives of those around us.

What we are looking for

We are currently seeking a Senior Client Relations Manager to join our Membership team, based in our offices at the racecourse in Ascot, Berkshire.

Memberships at Ascot encompasses a wide and growing portfolio of annual propositions, including Annual Boxholders.

The Senior Client Relations Manager will play a crucial role in driving revenue growth for Ascot Racecourse’s annual box portfolio. This senior leader will focus on enhancing and expanding client relationships, refining the pipeline and improving operational efficiencies. Additionally, they will be required to conduct a strategic review of the current business model and present innovative ideas to enhance value for both Ascot Racecourse and its boxholders.

The 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. With approx.60% of boxes sold annually, the Senior Client Relations Manager is a key role within the Ascot commercial team, ultimately responsible for managing the sale and renewal of all annual boxes, delivering the budgeted annual income.

With a substantial income expectation, this role focusses exclusively on Annual boxholders and ensuring we provide a high level of dedicated client service throughout the year. The Senior Client Relations Manager is also able and empowered to cross sell all Ascot products and will provide support in strategically developing the proposition further based on current trends across similar industries.

With direct line management responsibility, it is important to impress the need to build strong relationships with the client base and ensure efficiencies are identified and developed to better service their needs.

What you’ll be doing

Annual Boxholders

• Drive revenue by increasing the 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 through the sales cycle
• Set and monitor revenue targets for the portfolio and implement sales strategies to exceed where possible financial objectives
• Analyse market trends to identify change opportunities and ensure Ascot’s offerings are competitive and in line with wider industry standards
• Conduct a comprehensive review of current annual boxholder portfolio, assessing client feedback, market trends and internal processes
• Develop recommendations to enhance value for clients
• Lead and collaborate with other internal stakeholders (marketing/ operations/ facilities/ finance/ 1711) to align resources for the new strategic direction
• Identify operational efficiencies to streamline and assist in cost saving initiatives
• Build and nurture relations with clients and ensuring the team deliver a high level of client servicing
• Lead account management for high-valued clients conducting regular meetings and touchpoints
• Oversee the renewal process for existing clients, ensuring initiatives are put in place to retain a high level and identify upsell opportunities
• Stay informed of industry trends and competitors offering in the luxury hospitality space
• Establish, develop and report on key performance metrics related to sales performance, retention and efficiency
• Manage the dedicated Annual Boxes Business Development cost budget effectively to drive new business
• Be ‘go-to’ person for all enquiries regarding Annual box clients from internal stakeholders
• Work closely with Head of Strategic Relations and Development to support identifying and developing growth opportunities within the wider commercial department
• Develop a contact strategy for boxholders to understand their needs and expectations

Other Responsibilities

• Work closely with internal stakeholders to improve on best working practices
• 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 support
• Support the Head of Strategic Relations and Development with any ad hoc commercially focussed projects as required
• Direct line management of Annual Boxes Manager and split management of the Membership Executive (with Senior Membership Manager)

Skills and experience you can bring

• Strategic thinker with ability analyse data and accurately report and develop actionable insights
• Strong relationship and client servicing approach
• Commercially driven individual with experience managing revenue targets
• Excellent communication and negotiation skills
• Ability to work collaboratively across multiple departments
• Proficiency in CRM systems and data reporting
• 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

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)
• Time Off in Lieu (toil) for working weekend race days
• Clothing and hat hire
• Complimentary race day entry for friends and family
• Exclusive discounts in local shops and cafes
• Exclusive discounts from selected partner brands and suppliers

And let’s not forget, invitations to our monthly social nights as well as annual parties and afternoon teas to celebrate our most special occasions 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.

Please note that our retained search partners, psd Group, are managing this process. All applications received will be shared with psd Group Sports Practice.