Customer Engagement Advisor

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

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

Additional Information