Customer Engagement Advisor at Aristocrat Gaming

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

21 Apr, 26

Salary

0.0

Posted On

21 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Engagement, Relationship Management, Communication, Interpersonal Skills, Organizational Skills, Analytical Skills, Problem-Solving, Salesforce, Customer Success, Account Management, Data Interpretation, Proactive Approach, Collaboration, Customer Satisfaction, Reporting, Documentation

Industry

Gambling Facilities and Casinos

Description

The Customer Engagement Consultant plays a key role in delivering a consistent and premium customer experience across Aristocrat’s CXS portfolio. This role focuses on strengthening relationships with venues, improving customer satisfaction, reducing critical issues, and supporting the adoption of Aristocrat’s key products through proactive engagement and structured communication. Working closely with the Manager of Client Relations, this position partners with Sales, Operations, and Product teams. It ensures our customers are supported, heard, and continually realizing value from our solutions. A key focus of the role will be supporting the organized involvement of Aristocrat’s leading 40 clients by ensuring consistent communication and reporting. It also requires a proactive approach to relationship management. What You'll Do: Build and maintain frameworks, dashboards, and documentation that support proactive customer engagement activities. Support the structured engagement program for the top 40 customers, maintaining consistent communication, reporting, and customer health reviews (approximately 20 customers per person). Establish and maintain a monthly engagement rhythm with assigned venues, ensuring key actions and outcomes are documented and followed up. Conduct new venue install follow-ups post-project handover to ensure smooth transition, confirm successful implementation, and capture feedback. Collaborate across departments within the company to conduct quarterly check-ins with new PRIME Player and PRIME Alerts customers. Ensure they are supported post-implementation, satisfied with the products, and continue to use them effectively. Review support cases, enhancement requests, and customer feedback to identify trends, risks, and improvement opportunities. Proactively identify potential customer risks early and coordinate internal collaborators to reduce reactive critical issues. Develop and maintain accurate customer engagement records within Salesforce and related tools. Support the rollout and adoption of new Aristocrat products and features through guided engagement and education. Collaborate with internal teams to share insights, resolve issues, and improve the overall customer journey. Assist with finding opportunities to increase product usage and strengthen customer relationships. Contribute to revenue growth by recognising upsell and cross-sell opportunities through customer conversations and sharing these insights with the Sales team. What We're looking for: Minimum 2 years’ experience in customer engagement, customer success, or account management (hospitality, gaming, or technology industry preferred). Strong relationship management, communication, and interpersonal skills. Excellent organisational skills and ability to manage multiple priorities and collaborators. Analytical and meticulous, with experience interpreting data to identify patterns and insights. Proficiency in CRM and reporting tools (Salesforce experience preferred). Demonstrated problem-solving ability and a proactive, customer-first approach. Company Summary Aristocrat Interactive Aristocrat Interactive is Aristocrat Leisure Limited’s (ASX:ALL) regulated online Real Money Gaming (RMG) business and was formed in 2024 when the Anaxi and NeoGames businesses (Anaxi, NeoGames, Aspire Global, BtoBet, and Pariplay) came together. The business is an industry leader in content and technology solutions for online RMG, with a full-service offering that includes content, proprietary technology platforms and a range of value added services across iLottery, iGaming and Online Sports Betting (OSB). About Aristocrat Aristocrat Leisure Limited (ASX: ALL) is a leading gaming content creation company powered by technology to deliver industry-leading casino games together with mobile games and online real money games, collectively entertaining millions of players worldwide, every day. Headquartered in Sydney, Australia, Aristocrat has three operating business units, spanning regulated land-based gaming (Aristocrat Gaming), social casino (Product Madness) and regulated online real money (Aristocrat Interactive). Our team of over 8,500 people across the globe are united by our company mission to bring joy to life through the power of play. Our Values All about the Player Talent Unleashed Collective Brilliance Good Business Good Citizen Travel Expectations Up to 25% Additional Information At this time, we are unable to sponsor work visas for this position. Candidates must be authorized to work in the job posting location for this position on a full-time basis without the need for current or future visa sponsorship. Aristocrat Leisure Limited (Aristocrat) is a global entertainment and content creation company powered by technology to deliver world-leading casino and mobile games. Listed on the Australian Securities Exchange (ASX), Aristocrat (ASX code: ALL) is headquartered in Sydney, Australia, with over 7300 employees working in more than 20 locations across the globe. Aristocrat offers a diverse range of products and services including electronic gaming machines, casino management systems, mobile games and online real money games, including iLottery. Aristocrat has seven corporate functions and three reporting segments that span regulated land-based gaming (Aristocrat Gaming), social casino (Product Madness) and regulated online real money gaming (Aristocrat Interactive). Our game and product portfolios collectively entertain millions of players worldwide every day. Across our global enterprise, Aristocrat aims to create long-term sustainable value for all stakeholders by upholding our core values and producing the world’s best gaming content. Our people-first mindset prioritises the safety and wellbeing of our people. We have ambitions to be an industry leader in responsible gameplay and we invest in employees’ development and offer career pathways, so they have what they need to do their best work at Aristocrat. Our values of Talent Unleashed, All About the Player, Collective Brilliance and Good Business, Good Citizen guide and inspire us every day. We are excited about the future of Aristocrat and united by our mission and we invite everyone to join us as we bring joy to life through the power of play! Aristocrat Leisure Limited or its affiliates worldwide provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to any protected characteristic, such as race, color, sex, religion, national origin, physical or mental disability, genetic characteristic, pregnancy, breastfeeding or related medical condition, sexual orientation, gender identity, gender expression, ancestry, citizenship, age, marital, military and veteran status, or any other characteristic prohibited by local, state/provincial or federal law. If you need assistance or accommodation applying for a position, please reach out to helpdesk-recruiting@aristocrat.com. At Aristocrat, sustainability is embedded in our strategy, operations and the values and culture of our teams across the globe. Our Sustainability report provides information on the progress we’ve made each year, across our four strategic sustainability pillars – Good Governance & Responsible Business, Empowering Safer Play (formerly responsible gameplay), Operational Sustainability & Climate, and People & Community. You can read more about our progress here: https://www.aristocrat.com/sustainability/

Responsibilities

The Customer Engagement Advisor is responsible for delivering a premium customer experience and strengthening relationships with key clients. This includes maintaining communication, conducting health reviews, and supporting product adoption.