Customer Relations Manager (LDN-CRM) London, England

Salary: Excellent company benefits

Are you ready for a challenging but rewarding career?

At Metropolitan Gaming we are one of the UK’s fastest growing casino operators, as we lead a pathway to become the most premium mass gaming entertainment company.

Would you like to be part of our success?

We are recruiting for a Customer Relations Manager to join our fantastic team in London.

We have vacancies at our Empire and Metropolitan Mayfair clubs.

What you will be great at:

  • Managing and monitoring our HVC database and resources to achieve targets.
  • Overseeing the customer relations executive team to ensure our customers receive the best services we provide.
  • Representing us as an ambassador with our MetCard loyalty programme ensuring customers fully utilise the benefits.
  • Publish and present reporting findings regarding customer gaming and marketing activities.
  • Managing team performances, rotas and ensuring key targets are met by the team.
  • Liaise with the Venue Director and Marketing team to ensure events, promotions and campaigns are executed effectively and evaluate regularly.
  • Collaborate with the Group Customers Relations Manager to prepare and monitor KPI’s.
  • Generate new business and visitations to the casino, via networking incentives
  • Observe competitors and bench-marking to ensure we always remain as the leading casino operator.

Safer Gaming & HVC Duties:

  • Attend regular Safer Gambling (SG) and AML training and utilise the knowledge to protect our customer to gamble in a safe manner.
  • Ensure any updates on SG policies and procedures are rolled out to the team.
  • Protect the licensing objectives under the Gambling Act 2005.
  • Monitor the team to ensure interactions are always adhered to the policies and procedures.
  • Understand and abide by the Gambling Commission HVC industry guidance and our policies and procedures.
  • Fully aware and comply with the licensing conditions and codes of practice.

Essential Skills:

  • Commercially driven, excellent communications skills and computer literate.
  • Ability to lead and manage the Customer Relations team.
  • Organised, methodical and attention to detail.
  • Proactive, self sufficient and able to work with minimal supervision.
  • Proven leadership background with growth results.
  • Ability to work with time constraints with multiple projects and within deadlines.
  • Effective decision making, listening abilities with strong judgement skills.
  • Excellent at problem solving with a systematic and process orientation to ensure seamless end to end customer experiences.
  • Proficient with data and analytics.
  • Discretion when discussing potentially confidential and sensitive issues.
  • Gaming experience and knowledge. (Retail or online)