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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, potential travel opportunities, and a dynamic work environment.
- Why this job: Be part of a team that values collaboration, creativity, and making a real impact.
- Qualifications: Experience in high-end businesses is essential; management experience is a plus but not mandatory.
- Other info: Fluency in Arabic or Indian is preferred; training provided for the right candidate.
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 & 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.
- 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.
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 local events or online forums. Building connections can provide insights into the role and may even lead to referrals.
✨Tip Number 3
Research StudySmarter and our approach to customer relations. Being able to discuss how your values align with ours can make a strong impression during the interview process.
✨Tip Number 4
Prepare to discuss specific examples from your past experience that demonstrate your ability to enhance customer satisfaction and manage teams effectively. Real-life scenarios can showcase your skills better than general statements.
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: In your cover letter, express your passion for providing exceptional customer service. Mention specific examples of how you've successfully engaged with customers and improved their experiences in past roles.
Showcase Communication Skills: Since the role requires a high standard of written communication, ensure your application is free from errors. Use clear and professional language to demonstrate your ability to communicate effectively.
Highlight Relevant Skills: Mention any experience you have with player management systems or similar tools. If you have knowledge of competitor activities or customer trends, include this to show your understanding of the market.
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 Business and Competitors
Familiarise yourself with the club's offerings, promotions, and competitors. Being knowledgeable about the industry will show your genuine interest in the role and help you discuss how you can contribute to attracting and retaining customers effectively.
✨Demonstrate Team Collaboration
This role requires working collaboratively with various departments. Be ready to share experiences where you successfully collaborated with others to enhance customer experiences or achieve business goals, highlighting your teamwork and communication skills.
✨Prepare for Financial Performance Discussions
Since monitoring financial performance is part of the job, brush up on basic financial metrics relevant to customer segments. Be prepared to discuss how you would analyse customer trends and use that data to improve customer engagement and retention strategies.
