Business Development Manager

Business Development Manager - Genting Casino Reading - £50,000pa

JOB DESCRIPTION

We have a vacancy for a Business Development Manager to join our thriving team on a full time basis, working 40 hours per week, as necessary to meet business demands. The Business Development Manager is responsible for delivering the day-to-day activity that underpins business development objectives. Working under the direction and guidance of the General Manager, this role is hands-on, player-facing, and operationally focused - building and nurturing relationships with high-value new and regular players, driving acquisition and retention activity, and ensuring every customer interaction reflects the highest standards of service and engagement. The Business Development Manager turns strategy into action, consistently delivering against targets set by the General Manager while feeding back insight.

Key skills and responsibilities include:

• Collaborates with Marketing Executives (where applicable), Deputy General Manager, and General Manager to shape customer engagement activity and drive strategic initiatives.
• Sets standards for handling high-value player customer feedback and complaints, ensuring the team delivers swift and professional resolutions.
• Provides direction and leadership to the Business Development team (where applicable) or across the Casino floor, setting standards, priorities, and driving engagement across all departments.
• Maintains a visible leadership presence on the gaming floor, empowering team members to engage key customers and resolve issues, while dealing with escalations as necessary.
• Oversees the loyalty programme strategy, guiding the team to accurately re-tier players based on activity and engagement.
• Ensures full compliance with Safer Gambling, AML, HVC and UKGC requirements across all customer engagement activity.
• Collaborates with Marketing Executives (where applicable), DGM, and GM to shape customer engagement activity and drive strategic initiatives.
• Effective communication across all departments in club to drive customer engagement activity.
• Builds and maintains strong, personalised relationships with high-value new and regular players, ensuring they feel genuinely recognised and valued during every visit.
• Acts as a key point of contact on the gaming floor, proactively greeting customers, anticipating needs, and delivering a level of service that reinforces loyalty and long-term engagement.
• Maintains accurate and up-to-date customer records, including personal preferences, contact permissions, key dates, and campaign engagement’s history, ensuring full data compliance at all times.
• Handles player feedback and complaints promptly and professionally, seeking to resolve issues at the first point of contact and escalating where necessary.
• Supports the delivery of the loyalty programme by accurately re-tiering players based on activity and engagement in line with the standards and criteria set by the General Manager.
• To adopt a flexible approach to the work of the team and adapt to changing priorities, shifts and procedures in order to meet the requirements of the business.
• To carry out any other duties that may be reasonably requested from time to time.