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Business Development Manager
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Main Duties
- Collaborates with Marketing Executives (where applicable), DGM, and GM 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 the 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.
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In strict adherence with company HVC policies and procedures:
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- Leads and organises a calendar of HVC events and social engagement, delivering outstanding experiences for high-value players and supporting inclusive activities for all segments.
- Oversees planning, organisation, and execution of exclusive HVC events, ensuring a comprehensive calendar aligned with club objectives.
What we are Looking for:
The ideal candidate will have previous experience in a customer-facing role, delivering exceptional levels of customer service and demonstrating the ability to build and maintain positive relationships with customers from a wide range of backgrounds.
- Experience in a customer relations or business development role would be advantageous.
- Strong organisational skills are essential, including the ability to manage multiple tasks simultaneously and effectively prioritise workload.
- The successful candidate must hold, or be able to meet the requirements to obtain, a Personal Management Licence.
- Applicants must also have the right to work in the UK.
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