Senior Client Relations Manager

What we are looking for

The Senior Client Relations Manager will be responsible for delivering an exceptional year‑round client management experience for Annual Boxholders, ensuring high standards of service, operational delivery and stakeholder engagement across the portfolio. The role will retain a clear commercial focus, driving revenue growth for Ascot Racecourse through retention, renewal and new business, while strengthening client relationships, refining the pipeline and improving operational efficiencies.

Additionally, the postholder will conduct a strategic review of the current business model and present innovative ideas to enhance value for both Ascot Racecourse and its boxholders.

Annual Boxholders provide a well‑established revenue base, with a firm and loyal clientele that includes many valued stakeholders within the racing industry and beyond. With approximately 60% of boxes sold annually, this is a key senior role within the Ascot commercial team, accountable for the day‑to‑day client management, operational coordination, sale and renewal of all annual boxes, and delivery of the budgeted annual income.

With a substantial income expectation, this role focuses exclusively on Annual Boxholders and on providing a consistently high level of dedicated client service throughout the year. The Senior Manager will ensure the operational requirements of the portfolio are planned, coordinated and delivered effectively, while remaining empowered to cross‑sell all Ascot products and support the strategic development of the proposition based on current trends across similar industries.

Primary focus of the operational delivery will be on coordination with 1711, Ascot’s in‑house catering providers, to support a seamless, streamlined and professional client journey at all touch points, culminating in delivering exceptional experiences and service on racedays.

With direct line‑management responsibility, and emphasis on cross‑departmental coordination to deliver, the role will set the standard for proactive client relationship management, ensuring the team understands client needs, delivers operational excellence and identifies efficiencies that improve the overall service experience.

• Lead the year‑round client management approach for Annual Boxholders, building and nurturing strong relationships with clients and ensuring the team delivers a consistently high level of client servicing.
• Act as the lead account manager for high‑value clients, conducting regular meetings and touchpoints, including attendance at racedays to engage with clients face to face.
• Lead and collaborate with internal stakeholders – including Ascot’s caterers – 1711, marketing, operations, facilities and finance – to champion excellence in service delivery and standards, and to align resources, support operational delivery and deliver the agreed strategic direction.
• Develop and implement a contact strategy for boxholders to understand their needs, expectations and feedback, using insight to improve the client experience.
• Oversee the operational delivery of the Annual Boxholder portfolio, ensuring internal processes, resources and stakeholder activity are coordinated effectively to support clients throughout the year. Identify operational efficiencies to streamline processes, improve service delivery and assist with cost‑saving initiatives.
• Oversee the renewal process for existing clients, ensuring initiatives are in place to retain a high level of business and identify upsell opportunities.
• Be the go‑to person for all enquiries regarding Annual Box clients from internal stakeholders, ensuring clear communication and timely resolution of client‑related matters.
• Establish, develop and report on key performance metrics related to client service, operational efficiency, sales performance and retention.
• Manage the dedicated Annual Boxes Business Development cost budget effectively to drive new business.
• Drive revenue by increasing sales and retention of Annual Boxholders, targeting both new and existing clients.
• Develop a proactive pipeline strategy for sales, identifying high‑value leads and managing…