JOB DESCRIPTION

Are you passionate about building strong customer relationships and driving business growth? Would you like to work in a fast-paced, customer-focused gaming environment?

We have a vacancy for a Business Development Manager to join our team. Reporting to the General Manager, you will play a key role in driving player acquisition, retention, and re-engagement activity, with a particular focus on high-value customers. This is a highly visible, customer-facing role responsible for building meaningful player relationships, delivering exceptional experiences, and supporting the commercial success of the business through targeted engagement, events, and business development initiatives.

Key Skills and Responsibilities

• Building and maintaining strong relationships with high-value new and existing players, ensuring exceptional service and personalized engagement at every opportunity.
• Acting as a visible presence on the gaming floor, proactively engaging with customers, identifying opportunities, and resolving issues to enhance the customer experience.
• Leading player acquisition activity by identifying, engaging, and converting new high-value customers into regular players.
• Delivering an outstanding first-visit experience for new high-value players, including personalized introductions to the club, its facilities, benefits, and loyalty program.
• Conducting structured follow-up activity with new players to encourage repeat visits and long-term loyalty.
• Driving player retention through regular customer contact, relationship-building, and targeted engagement initiatives.
• Promoting My Genting offers and other customer incentives, ensuring offers are relevant, timely, and effectively communicated.
• Working collaboratively with operational, marketing, and management teams to deliver customer engagement initiatives and business development objectives.
• Supporting the ongoing development and delivery of the club's loyalty program, including accurate player tier management and customer profiling.
• Leading the planning and delivery of high-value customer events, ensuring a varied and compelling events calendar that drives attendance, loyalty, and commercial performance.
• Personally hosting and engaging with customers during HVC events and social activities, ensuring exceptional experiences and memorable interactions.
• Using events and social engagement opportunities to strengthen customer relationships, promote repeat visitation, and increase player value.
• Identifying opportunities for bespoke customer experiences, including milestone celebrations, personalized invitations, and exclusive engagement activities.
• Driving attendance at events through targeted invitations, player outreach, and direct promotion on the gaming floor.
• Leading re-engagement activity for declining and lapsed players, delivering tailored communications, offers, and invitations designed to encourage return visits.
• Maintaining accurate customer records, preferences, permissions, and engagement history in line with company standards and data protection requirements.
• Improving customer contactability by ensuring email permissions, SMS permissions, and contact details are captured and maintained accurately.
• Monitoring acquisition, retention, event, and reactivation performance and providing insight, feedback, and recommendations to the General Manager.
• Supporting the development of business development strategies through customer feedback, commercial insight, and market awareness.
• Ensuring full compliance with Safer Gambling, AML, HVC, UKGC, and company requirements across all customer interactions and activities.
• Managing customer feedback and complaints professionally, ensuring prompt resolution and escalation where required.
• Demonstrating strong communication skills and the ability to influence, engage, and build relationships with customers and colleagues at all levels.