Customer Relations Manager

3 weeks ago

Gold Coast, Queensland, Australia Southport Sharks Full time

Southport Sharks is looking for an energetic and experienced Customer Relations Manager to lead our Customer Relations and Reception teams. In this pivotal role you'll drive membership growth, champion our loyalty program and create unforgettable moments for our members and guests, while ensuring the highest standards of compliance and responsible gaming.

Responsibilities
  • Lead & inspire a passionate Customer Relations and Reception team, providing coaching, performance feedback and clear direction.
  • Grow loyalty & engagement by promoting the Sharks Access Loyalty Program, analysing member spend and reinvestment rates, and developing creative initiatives to increase visitation and market share.
  • Deliver exceptional service, from welcoming members and guests to resolving complex queries and complaints with professionalism and care.
  • Drive operational excellence by managing rosters, budgets and daily team operations to ensure peak efficiency and service coverage.
  • Champion compliance with all gaming, liquor and AML/CTF obligations.
  • Oversee self-exclusion and venue-initiated exclusion processes, maintain accurate records, and ensure staff training in responsible gambling and escalation protocols.
  • Support safer gambling by monitoring patron behaviour, providing access to support services, and equipping team members to identify and manage at-risk situations.
  • Maintain workplace health & safety standards for both patrons and staff, including regular audits, risk management and training in de-escalation and incident response.
  • Collaborate across the club to educate staff on member engagement strategies, loyalty benefits and best-practice customer service.
  • Represent Southport Sharks at member events, promotions and functions, ensuring every interaction reflects our values and community spirit.
Skills & Experience
  • Proven leadership experience in a high-volume, customer-facing environment.
  • Strong knowledge of gaming operations, loyalty programs and premium customer service.
  • Excellent communication, conflict-resolution and team development skills.
  • Current RSA, RSG, Police Check and Customer Liaison Officer (CLO) certifications.
  • Confidence using gaming databases and loyalty program software (Maxgaming experience an advantage).
  • Solid understanding of Queensland gaming and liquor compliance requirements.
  • Strong analytical and reporting skills with the ability to turn data into actionable insights.
  • A proactive, solutions-focused mindset and the ability to remain calm under pressure.
  • Flexibility to work evenings, weekends and public holidays as required in a 7-day hospitality environment.
  • Commitment to fostering a safe, inclusive and supportive workplace culture.

APPLY NOW
No recruitment agencies, please.


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