Customer Hospitality & Relationship Manager

Job Description

Customer Hospitality & Relationship Manager At Victoria Racing Club, our mission is to be treasured by all as a world leader in racing and event entertainment, guaranteeing an unrivalled experience. We believe this doesn’t stop with the experience we provide for our customers; the experience we provide for our team is just as important. Our values of Innovation, Collaboration, Excellence, and Integrity guide the decisions we make, the way we interact with each other and provide the basis for a great culture. The Opportunity With a desire to offer a world-class experience to our patrons, we are seeking a Customer Hospitality and Relationship Manager. The Customer Hospitality & Relationship Manager is responsible for overseeing all aspects of customer hospitality and race day operations. This includes managing guest experiences, ensuring high-quality service on race days, and managing all logistics to create memorable and seamless experiences for attendees. Note: due to the nature of our work with events, there will be weekend and evening hours to be worked and compensated through a time recognition policy. Key Accountabilities Strategic Leadership: Lead and drive the strategic planning, operational execution, and continuous improvement of all customer hospitality overseeing all elements, including budgeting, pricing, floor plans, and on-sale management. Define and implement innovative hospitality strategies that align with the organisation’s broader objectives, raising the quality of service and engagement. Work closely with the Senior Leadership teams to develop and implement long-term hospitality strategies that elevate the guest experience. Cultivate and maintain relationships with high-profile stakeholders, including sponsors, VIP guests, and partners, ensuring their experience aligns with the brand's values of excellence and innovation. Customer Experience Excellence: Ensure that all race day hospitality experiences reflect world-class service standards. Act as the senior point of contact for key clients, offering bespoke solutions to exceed their hospitality needs and maintaining strong relationships across all customer hospitality programs. Oversee the seamless integration of customer hospitality experience strategies with operational execution to maximise satisfaction and loyalty. Supervise guest services to address any needs or concerns, providing proactive solutions to enhance the experience. Race Day Operations: Oversee all facets of race day operations, from conceptualisation through to execution, ensuring flawless delivery of services and operations, with a particular focus on managing high-level logistics, staffing, and partner coordination. Lead cross-functional teams to ensure that operational requirements are met, including collaborating with marketing, events, sponsorship, and customer engagement departments. Supervise the delivery of premium hospitality areas, ensuring that all locations and services are managed according to brand standards and meet the expectations of VIP and member guests. Resolve complex issues swiftly, ensuring minimal disruption to the event and maintaining high levels of customer satisfaction. Stakeholder Management and Relationships: Establish and manage strong relationships with internal stakeholders across various departments to ensure alignment and seamless delivery of services and objectives. Maintain close relationships with external vendors, sponsors, partners, and suppliers, negotiating contracts, resolving disputes, and ensuring high levels of satisfaction. Financial and Resource Management: Oversee and manage budgets related to race day hospitality operations, ensuring that resources are used efficiently and within the prescribed limits while achieving operational excellence. Develop and implement cost-saving strategies without compromising on service quality, continuously reviewing and refining processes to maximize profitability and sustainability. Prepare and deliver comprehensive financial reports, highlighting operational successes, cost efficiencies, and areas for strategic improvement. Innovation and Continuous Improvement: Champion innovation in hospitality and race day operations, integrating new technologies, processes, and ideas that enhance both the guest experience and operational efficiency. Collaborate with senior leadership to define and implement forward-thinking strategies for expanding hospitality offerings and enhancing overall event experiences. Use data and insights to influence decision-making, anticipating market trends, customer expectations, and emerging opportunities in the racing and hospitality sectors. Experience & Qualifications A bachelor’s degree in business, hospitality management, or a related field; a master’s degree or further qualifications are highly desirable. A minimum of 5 years’ experience in a senior role within customer hospitality, stakeholder management, or event operations, ideally in a premium, fast-paced environment such as racing, sports, or high-end entertainment. Demonstrated expertise in stakeholder and relationship management, hospitality operations, planning, logistics, customer engagement, and vendor management. Exceptional leadership and communication skills, with the ability to inspire, influence, and develop teams. Advanced problem-solving skills, with the ability to think creatively and strategically to resolve issues and optimize processes. Strong financial acumen, with experience managing budgets and achieving cost efficiencies while maintaining quality service delivery. High proficiency in Microsoft Office Suite (Excel, Word, PowerPoint), event management software, and CRM systems. What’s in it for you? Work in a great team Be a part of our iconic racing club and “The race that Stops the Nation” Join a company that wants to develop your career Health and Wellbeing programs including EAP Work in beautiful surroundings at Flemington racecourse. How to Apply If this sounds like you and feel you meet the above criteria, then apply now by forwarding your resume with a cover letter. You will be required to meet VRC's employment criteria which may include but not be limited to reference checks, VEVO check, and a National Police check. Seniority level Mid-Senior level Employment type Full-time Job function Management and Customer Service Industries Hospitality, Spectator Sports, and Events Services #J-18808-Ljbffr