Customer Relationship Manager

The Relationship Manager will act as a link between the company and our clients to ensure all their needs are met, and that they are satisfied with the support the company is providing for them. The Relationship Manager assesses the needs of the client and finds creative solutions to large problems they are facing. They constantly work to brainstorm new ways to maintain a strong, positive relationship with clients.

KEY TASKS WILL INCLUDE:

• Develop relationships with owners and managers of our clients.
• Increase year over year revenue through innovative marketing programs
• Analyzing location performance data.
• Educate clients on compliance regulations and company updates.
• Understanding factors that reduce location performance, including competition.
• Identify and act on opportunities to grow revenue at existing locations through promotions, product optimization, and performance analytics.
• Making sure marketing materials are on the site -e.g. gaming signage is on site and looks presentable; video monitors are functioning and current.
• Discuss marketing incentives with accounts. Assist with the production and distribution of flyers, mailers, etc. all consistent with IGB regulations.
• Assist in onboarding new clients and setup processes.
• Track interactions and progress using CRM software and provide regular reports to management.

SUPERVISION:

Reports to and works under the direction of the Senior Marketing Manager.

ESSENTIAL FUNCTIONS:

The essential functions or duties listed below are intended only as an illustration of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if work is similar, related, or a logical assignment to the position.

• Communicating with clients to ensure that all of their needs are understood and addressed.
• Building strong client relationships to maintain old business and assist them in possible expansion.
• Collaborating with various internal departments to ensure that they fulfill all customer requests.
• Resolving complaints and keeping track of all processes that pertain to the client’s desires.
• Focus on improving customer experience.
• Collecting and analyzing data concerning consumer behavior to understand changing needs.
• Improving video gaming revenue.
• Traveling to locations is essential and meeting with the owners and managers of our clients.

RECOMMENDED MINIMUM QUALIFICATIONS:

• Satisfactory problem-solving skills to help resolve customer complaints or needs.
• Excellent verbal and written communication skills to communicate product ideas to clients.
• Up-to-date understanding of the industry’s consumer behavior.
• Strong customer service and interpersonal skills for dealing with different types of customers and clients.
• Exceptional analytical skills for analyzing client data.
• Time management and multitasking skills in order to handle multiple tasks and clients at once.
• Advanced motivational and negotiation skills.
• Strong organizational skills and attention to detail.
• Computer literacy and familiarity with Microsoft Office products.
• Local travel is required, no overnights.

Annual Salary Range: $65,000 - $75,000

A thorough background investigation, including personal and professional references, criminal background, and motor vehicle review will be conducted prior to the offer of employment. Must be able to successfully pass a pre-employment drug/alcohol screen following a conditional offer of employment. A valid state motor vehicle operator’s license with a clean driving record is required.

CERTIFICATES, LICENSES, REGISTRATIONS

This position requires an Illinois Gaming Board Handler license, or the ability to obtain a license, within thirty (30) days of employment or the applicant shall obtain an eligible to work status from the Illinois Gaming Board. A licensed handler shall be required to adhere to the Illinois Gaming Board rules and regulations. The Illinois Gaming Board requires a minimum age of twenty-one (21) for this position