VIP Relationship Manager

Crown Resorts; Sydney; On-site; AUD 120,000 - 180,000; Full time

Job summary

Crown Resorts is seeking a results-driven Senior Premium Marketing Manager to lead a portfolio of premium guests and drive loyalty, visitation and revenue. You will collaborate with marketing, VIP services, gaming, hotels and food & beverage to deliver tailored experiences that exceed guest expectations.

This role requires a proven track record in relationship management, premium sales and business development within luxury environments, with strong negotiation and CRM skills, including

Qualifications

• Experience in Relationship Management, Business Development, Premium Sales or VIP Account Management.
• Proven ability to meet sales and revenue targets.
• Strong commercial acumen and ability to interpret performance data.
• Excellent relationship-building, communication and negotiation skills; culturally diverse clientele.
• Customer-first mindset delivering personalised experiences.
• Attention to detail and ability to manage multiple priorities.
• Knowledge of CRM and systems including Salesforce and SYCO.
• Bachelor's degree in Business Administration or related discipline.
• Additional language skills are highly regarded.

Responsibilities

• Build, manage and grow a portfolio of premium guest relationships.
• Identify strategies to increase guest engagement, loyalty and visitation.
• Host premium guests at events, entertainment experiences, functions and dinners.
• Proactively identify new business development opportunities and grow premium revenue.
• Partner with internal teams to deliver exceptional end-to-end guest experiences.
• Develop detailed guest profiles and maintain accurate customer information within Salesforce and related systems.
• Support the execution of targeted marketing initiatives, promotions and loyalty programs.
• Monitor portfolio performance and provide recommendations to drive revenue growth.
• Promote Premium Player Rebate Programs and other key business initiatives.
• Ensure the highest levels of guest confidentiality, professionalism and service excellence.
• Maintain compliance with all regulatory, responsible gaming, AML/CTF and company requirements.

Skills

Relationship mgmt

Business development

Premium sales

VIP account mgmt

Sales targets

Commercial acumen

Negotiation

Communication

Cultural sensitivity

Attention to detail

CRM literacy

Multitasking

Language skills

Education

Bachelor's degree

Tools

Salesforce

SYCO

Job description

Better begins here

Crown Resorts is a great place to visit and it’s an even better place to work, a place where you can play your part in creating fun, memorable, world-class experiences for our guests and our people. We value passion, optimism, and an appetite for change - for the better. Here, you’ll be part of the team, empowered to explore more, experience more and supported by your leader to grow and develop.

About the Role

Reporting to the Senior Premium Marketing Manager, you will manage and develop a portfolio of premium guests, building long-term relationships that drive loyalty, visitation and revenue growth. You'll work closely with internal stakeholders across marketing, VIP services, gaming, hotels and food & beverage to deliver highly tailored experiences that exceed guest expectations.

This is an exciting opportunity for a highly motivated sales and relationship professional who thrives in a fast-paced environment and enjoys creating memorable experiences for premium clientele.

Key Responsibilities

• Build, manage and grow a portfolio of premium guest relationships.
• Identify and develop strategies to increase guest engagement, loyalty and visitation.
• Host premium guests at events, entertainment experiences, functions and dinners.
• Proactively identify new business development opportunities and grow premium revenue.
• Partner with internal teams to deliver exceptional end-to-end guest experiences.
• Develop detailed guest profiles and maintain accurate customer information within Salesforce and related systems.
• Support the execution of targeted marketing initiatives, promotions and loyalty programs.
• Monitor portfolio performance and provide recommendations to drive revenue growth.
• Promote Premium Player Rebate Programs and other key business initiatives.
• Ensure the highest levels of guest confidentiality, professionalism and service excellence.
• Maintain compliance with all regulatory, responsible gaming, AML/CTF and company requirements.

About You

You are a results-focused relationship manager with a strong understanding of premium customer engagement and a passion for delivering outstanding service.

To be successful, you will have

• Strong experience in Relationship Management, Business Development, Premium Sales or VIP Account Management within luxury retail, hospitality, gaming, casino or other premium customer-focused environments.
• Demonstrated success achieving or exceeding sales and revenue targets.
• Strong commercial acumen and the ability to interpret sales and financial performance data.
• Exceptional relationship-building, communication and negotiation skills.Experience working with culturally diverse clientele and an understanding of cultural sensitivities.
• A customer-first mindset with a focus on delivering personalised experiences.
• Strong attention to detail and the ability to manage multiple priorities effectively.
• Knowledge of CRM and administrative systems, including Salesforce and/or SYCO.
• Relevant tertiary qualifications, ideally a Bachelor's degree in Business Administration or a related discipline.
• Additional language skills will be highly regarded

On top of exciting career possibilities, we offer better exposure to experiences and learning. To see our range of benefits and opportunities visit Crown Resorts Careers.

Our Crown Community celebrates uniqueness and embraces diversity. We welcome the creativity, insights and experiences from people of different race, age, religion, cultural background, gender, people with disability, people who identify as LGBTIQ+ and Aboriginal and Torres Strait Islander; people like you.