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 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.

In strict adherence with company HVC policies and procedures:

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.

Business Development Manager

Job Description