Customer Engagement Advisor

Customer Engagements play a key role in delivering consistent and premium customer experience across Aristocrat’s CXS portfolio.
This role focuses on strengthening relationships with venues, improving customer satisfaction, reducing escalations, and supporting the adoption of Aristocrat’s key products through proactive engagement and structured communication.

Working closely with the Customer Engagement Manager, this position partners with internal teams across Sales, Operations, and Product to ensure our customers are supported, heard, and continually realising value from our solutions.

A key focus of the role will be supporting organized collaboration with Aristocrat’s top 40 customers. It involves ensuring consistent communication and reporting. The role also requires a proactive approach to relationship management.

What You'll Do:

• The following outlines the typical duties of Customer Engagements in addition, all employees are expected to align with all reasonable Management directives to ensure customer expectations and operational needs are met.

• Build and maintain frameworks, dashboards, and documentation that support proactive customer engagement activities.

• Support the structured engagement program for the leading 40 clients, maintaining consistent communication, reporting, and customer health reviews (approximately 20 customers per person).

• Partner with Sales to identify target accounts and design strategic engagement plans that drive product adoption and usage growth

• 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.

• Work with internal groups to hold quarterly check-ins with new PRIME Player and PRIME Alerts customers. Confirm they receive support post-implementation and are satisfied with the products. Provide structured customer insights to Product and Commercial teams.

• 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 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 across departments to share insights, resolve issues, and improve the overall customer journey. Onboard your customers and act as their trusted advisor

• Assist with finding opportunities to increase product usage and strengthen customer relationships.

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.

• Industry experience is desirable

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