About the Role

Reporting to the Senior Premium Marketing Manager, you will play a key role in growing Crown’s Premium gaming business through targeted guest engagement, relationship building and strategic communication. You will develop and nurture a portfolio of premium guests, identify growth opportunities and deliver exceptional on‑property experiences that drive loyalty, visitation and revenue. This role combines relationship management, sales, database analysis and VIP guest service.

Key Responsibilities

- Build and grow premium guest relationships through proactive outreach, targeted communications and on‑property engagement.
- Identify and develop high‑value guests using database analysis and tailored engagement strategies to increase visitation, loyalty and revenue.
- Deliver exceptional VIP experiences by managing guest arrivals, departures, entertainment, event registrations and personalised service.
- Achieve sales and engagement targets, including call, contact, booking and revenue KPIs, while promoting premium gaming and rebate programmes.
- Maintain a strong on‑property presence, regularly interacting with guests through hosted experiences, meetings and networking opportunities.
- Collaborate with internal teams, including Marketing and VIP Services, to deliver seamless guest experiences and support promotional campaigns.
- Manage guest data and CRM records, ensuring profiles, preferences and interactions are accurately maintained.
- Ensure compliance with responsible gaming standards, including adherence to gaming regulations, AML requirements and Crown policies.





About You

You are a confident relationship builder with a passion for customer engagement and premium service. You thrive in a fast‑paced environment, enjoy connecting with people from diverse backgrounds and possess a strong understanding of sales and customer retention strategies.

Skills & Experience

- 3–5 years’ experience in gaming sales, VIP hosting or a similar customer relationship role.
- Strong commercial acumen with a proven track record of achieving sales or revenue targets.
- Excellent verbal and written communication skills.
- Outstanding interpersonal, presentation and stakeholder management skills.
- Experience working with CRM systems and customer databases.
- Knowledge of gaming operations and the premium customer segment.
- Strong attention to detail and commitment to delivering exceptional guest experiences.
- Cultural awareness and the ability to build relationships with diverse customer groups.
- Asian language skills will be highly regarded.

Advantages

We offer a comprehensive benefits package and opportunities for learning and career development. Crown’s diverse community celebrates greatness in all aspects of life and encourages a healthy work-life balance.

EEO Statement

Our Crown Community celebrates uniqueness and embraces diversity. We welcome creativity, insights and experiences from people of different race, age, religion, cultural background, gender, people with disability, people who identify as LGBTIQ+ and Aboriginal and Torres Strait Islander groups.

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📌 Premium Engagement Executive (Melbourne)
🏢 Crown Resorts
📍 Melbourne