Senior Customer Engagement Manager - The Star Sydney

Are you our next rising star?  

Continue your career with us as a Customer Engagement Manager.

For three decades, The Star Sydney has been a local landmark, deeply ingrained in Pyrmont and Darling Harbour. Committed to our communities, we strive to create fun in trusted destinations as Australia's premier entertainment hub. The Darling, and state-of-the-art venues including The Star Event Centre and The Lyric Theatre have hosted prestigious events and international acts. With extraordinary dining options, including Sokyo, BLACK Bar and Grill, Cucina Porto and our vibrant Sports Bar where the action is live and loud, we are dedicated to delivering the ultimate entertainment, hospitality, and dining experiences for all.

The Customer Engagement Manager reports directly to the Director of Premium Guests and will manage all customer outreach requests and provide customer service support to the Stars front line teams for risk requests and patron queries during peak operational periods

This is a fantastic opportunity where you will drive customer centric capabilities along with building memorable connections with our guests, regulatory authorities, internal stakeholders and teams. 

A few of your responsibilities: 

• Assist the review team in conducting KYC, Source of Wealth (SOW), and customer due diligence assessments to support regulatory and compliance requirements.
• Manage customer outreach and engagement activities to support AML, KYC, Source of Wealth (SOW), Source of Funds (SOF), and broader Financial Crime Risk Operations requirements.
• Engage with customers, including premium and VIP guests, to obtain, validate, and assess information while delivering a high-quality customer experience.
• Maintain accurate customer profiles and records in accordance with regulatory, compliance, and risk management standards.
• Build and maintain positive relationships with customers and internal stakeholders, providing timely support for risk-related enquiries and operational requests.
• Communicate complex compliance and regulatory requirements in a clear, professional, and customer-focused manner.
• Collaborate with cross-functional teams, governance forums, and AML working groups to ensure alignment with risk and compliance objectives.
• Analyse customer data, prepare reporting, and provide insights to support risk management, governance, and decision-making processes.
• Drive continuous improvement by identifying opportunities to enhance processes, increase operational efficiency, reduce risk, and improve the customer experience.

What we will be looking for:

• Demonstrated experience interpreting and analysing financial documents, including income verification, banking records, and wealth-related documentation
• Strong understanding of KYC, customer due diligence, and financial crime compliance principles
•  Proven customer relationship management experience, with the ability to engage effectively with a diverse range of customers and stakeholders
• Excellent analytical, critical thinking, and investigative skills, with the ability to assess information, identify risks, and make sound decisions independently
• Outstanding verbal and written communication skills, with the ability to explain complex regulatory requirements in a clear, professional, and customer-focused manner
• Proficiency in Microsoft Office applications and experience using data management, reporting, and case management systems in an operational environment

Desirable:

• Customer relationship management experience within a banking, financial services, lending, or regulated environment
• Previous lending, credit assessment, or financial analysis experience
• Experience onboarding retail customers and conducting KYC, customer due diligence, and identity verification processes.
• Familiarity with AML/CTF obligations, Source of Wealth (SOW), and Source of Funds (SOF) requirements

About you: 

You are a highly motivated and adaptable professional with strong analytical skills, sound judgement, and the ability to build trusted relationships across a diverse range of stakeholders. You thrive in a fast-paced, regulated environment, delivering high-quality outcomes while continuously seeking opportunities to improve processes and enhance the customer experience.

Your role will be pivotal in shaping the success of our Premium Services at The Star. Join us in making a difference.

Please be aware that eligibility checks are required as part of the recruitment process and ongoing employment for this position.

Continue to SHINE at The Star. 

It's your move!

Make your next move by clicking the link below.

What we can offer you:

• Complimentary meal on site every day including hot meals, sandwich bar and more
• Uniform laundered and ready for you daily on property
• Competitive Hourly rate, plus penalty rates for weekends and public holidays
• Discounted parking + other transport options
• Up to 30% discounts across award winning restaurants and accommodation
• Career development, training, and courses via The Star Academy – limitless career opportunities
• Diversity & Inclusion areas of focus including Multicultural, Gender, Aboriginal & Torres Strait islander and LGBTQI+

Please be aware that eligibility checks are required as part of the recruitment process and ongoing employment for this position.

Our culture

At The Star, we are committed to creating a diverse, equitable and inclusive workplace that we know will contribute to exceptional experiences for our guests, a great place to work for our team members and positive outcomes for our communities. We believe in authenticity that embodies our Company values = Build Memorable Connections, Own It, Lead with Integrity, and Take Good Care.

We welcome applications from all cultures, ages, religions, genders, LGBTQI+ people, Australia’s First Nations Peoples, and people with disabilities. We recognise the distinctive challenges that trans and gender-diverse applicants may encounter during the recruitment process.  We offer a range of flexible working options for team members to find a balance between work and life that’s right for them and their unique well-being needs. 

The Star was awarded WGEA Employer of Citation for Gender Equality (2022-24) and has been recognised as a 2024 GOLD Employer by the Australian Workplace Equality Index (AWEI), which evaluates LGBTQI+ inclusiveness in the workplace.

It’s your time to SHINE!

Click on the link below to make your next career move with The Star!