Client Services Manager III

Overview

The Client Services Manager III is the client portfolio lead responsible for complex client relationships and long-term client success. This role requires a senior-level understanding of client relationship management, company offerings, and service workflows. The Client Services Manager III is responsible for setting service standards and driving continuous improvement across the client services function.

Responsibilities

• Successfully executes the client services workload.
• Serves as a trusted advisor to clients and provides mentorship to junior team members.
• Builds and maintains strong client relationships through regular communication and proactive engagement.
• Leads the execution of client deliverables, ensuring accuracy and adherence to established processes, timelines, budgets, and in compliance with brand standards.
• Translates client needs into strategic marketing plans.
• Maintains a working knowledge of current and upcoming events, promotions, campaigns, and other marketing programs, with understanding of strategic intent.
• Accountable for all client records, documentation, and updates within internal systems.
• Leads the onboarding of new clients and ongoing account activities.
• Regularly reports portfolio status to the Director of Marketing; identifies and escalates potential issues or risks as necessary.
• Establishes processes and service standards to ensure consistent client experiences.
• Maintains successful working relationships with the client portfolio; leads consistent client meetings to maintain an understanding of their needs and communicates project updates; provides strategic marketing insights.
• Conducts regular property walk-throughs, assessing and understanding business operation, brand presence and guest experience; routinely audits and reports on marketing collateral in use.
• Performs creative reviews with a high level of attention to detail to ensure on‑brief execution, content accuracy, and thorough proofreading.
• Resolves client issues and concerns using established guidelines and best practices.
• Collaborates cross-functionally to align client needs with internal capabilities and resources.
• Identifies opportunities to improve client processes, service efficiency, or satisfaction.
• Ensures work is conducted in accordance with Tribal Gaming Agency regulations and approved Internal Controls.
• Upholds a work environment that promotes teamwork, partnership, recognition, mutual respect, collaboration, while role modeling the company values, behaviors, and culture of One.Team.Chumash.
• Performs other duties as assigned.

Qualifications

• High School Diploma or GED Certificate.
• Bachelor’s degree in Marketing, Communications, Business Administration, or related discipline.
• Seven years of experience in a client-facing, relationship management role, preferably in the gaming or hospitality industry.
• Advanced knowledge of brand marketing, communication channels, programs, and practices.
• Proficiency in using Apple products, Office365 applications and standard workplace technology.
• May be required to work a flexible schedule including nights, weekends, and/or fluctuating days off.
• Must apply for, receive, and maintain a Gaming License from the Tribal Gaming Agency.
• Native American hiring preference applies.

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