Customer Engagement Manager in Sydney

4 weeks ago

Sydney, New South Wales, Australia Echo Entertainment Group Full time

At Echo Entertainment Group, we strive to be Australia's leading integrated resort company. Our mission is to create memorable experiences for our guests at our trusted destinations.

Our properties across Sydney, Brisbane, and the Gold Coast are world-class with many award-winning hotels, restaurants, bars, and entertainment venues.

The Echo Entertainment Group is an ASX-listed company committed to supporting the communities in which we operate. We will achieve this by leading with integrity and values to enable us to provide entertainment, gaming, and leisure experiences safely, responsibly, and ethically.

As our Customer Engagement Manager, reporting to the Head of Customer Due Diligence, you will be responsible for proactive outreach to our customers for a range of data including source of wealth, as well as collating responses to financial crime and risk operations requests.

This is a fantastic opportunity where you will be able to support the team manage business risk by analysing information and communicating risks and benefits whilst promoting openness to new information, approaches and ideas.

A few of your responsibilities

  • Customer Engagement – Managing customer outreach and service requests to align with business priorities for risk and compliance related outreach.
  • Understanding and explaining AML, KYC, SOW and Customer data outreach requests to customers.
  • Ensure all Customer profile information is maintained and accurate when completing customer outreach and engagement.
  • Manage customer and internal stakeholder relationships.

What we are looking for


Previous experience in Financial Crime and AML. (Essential)


Strong previous customer relationship management experience. (Essential)


Experience in a Customer centric (Customer Lifecycle) process environment.


Experience in operational process for Casino industry, or operational process in a highly regulated industry

You are a seasoned KYC specialist with a strong focus in customer relationship. With your ability to understand and interpret business requirements, you will create engagement over multiple media channels in a manner that is simple for customers to understand.

A strong understanding of customer due diligence, risk assessment and regulatory compliance will help you navigate the complex regulatory landscape of the gaming industry and ensure the highest standards of integrity in our customer engagement practices.

What can we offer you?

  • Complimentary meal on site every day, including hot meals, sandwich bar and more
  • Discounted parking available in the city
  • Flexible working arrangements
  • 30% Discounts across award winning restaurants and accommodation
  • Lifestyle discounts including gym memberships and dry-cleaning services
  • Career development, training, and courses via The Star Academy – limitless career opportunities
  • Diversity & Inclusion areas of focus including Multicultural, Gender, Aboriginal & Torres Strait islander and LGBTQI+
  • Opportunity to work with elite professionals and assets

Please be aware that eligibility checks are required as part of the recruitment process and ongoing employment for this position.

Our culture

At Echo Entertainment Group, we are committed to creating a diverse, equitable and inclusive workplace that we know will contribute to exceptional experiences for our guests, a great place to work for our team members and positive outcomes for our communities.

We welcome applications from all cultures, ages, religions, genders, LGBTQI+ people, Australia's First Nations Peoples, and people with disabilities. We recognise the distinctive challenges that trans and gender-diverse applicants may encounter during the recruitment process. We offer a range of flexible working options for team members to find a balance between work and life that's right for them and their unique well-being needs.

Echo Entertainment Group is a WGEA Employee of Citation for Gender Equality holder and is recognised with a Gold Award 2022 by the Australian Workplace Equality Index (AWEI) which evaluates LGBTQI+ inclusiveness in the workplace.

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