This position is no longer open for applications

Metropolitan Gaming Group is the multi-channel gaming and leisure brand for people who live city life to the full. The home of Metropolitan Gaming Online and Metropolitan Casinos, we’re dedicated to providing exceptional experience and service for our guests whichever platform or venue they visit. Our eleven city destinations across the UK and Egypt include the iconic Empire Casino in Leicester Square, and London’s newest luxury casino Metropolitan Mayfair. We’re a ‘Why Not?’ brand that likes to challenge the status quo and we’re passionate about: looking good, feeling great; keeping our finger on the pulse; doing things with a twist; and being safe hands for our customers and people.

Join Our Team as Head of Customer Relations!

Metropolitan Gaming is seeking a highly skilled and strategic Head of Customer Relations to lead our customer-focused team. As a pivotal part of our dynamic organization, you will drive exceptional customer experiences, oversee high-value customer initiatives, and ensure the highest standards of service at our renowned venue, the iconic Empire Casino in Leicester Square.

Key Responsibilities:

Leadership and Team Management:

• Supervise, coach, and motivate Customer Relations Executives to deliver exceptional customer service.
• Oversee assigned marketing and promotional tasks while ensuring adherence to company policies.

High-Value Customer (HVC) Management:

• Manage and maintain the Empire HVC database, ensuring efficient utilization of resources to achieve property targets.
• Recommend potential HVC members in line with the HVC Seven Stars Policy.

Brand Ambassadorship and Reporting:

• Champion the casino loyalty scheme, promoting customer benefits effectively.
• Analyze and present comprehensive reports on customer activity and marketing strategies.

Collaboration and Event Management:

• Collaborate with the Business Development Director to plan, execute, and evaluate events, promotions, and campaigns.
• Ensure profitability of marketing, loyalty, and HVC events through proforma analysis.

Skills and Requirements:

Leadership and Strategic Expertise:

• Proven experience in leadership roles with measurable growth results.
• Strong ability to structure and manage an effective customer service team.

Analytical and Organizational Skills:

• Proficiency in data analysis, Excel, and Word for comprehensive reporting.
• Detail-oriented, methodical, and efficient in administrative tasks.

Customer-Centric Mindset:

• Creative thinker with a metrics-driven approach and a focus on customer experience enhancement.
• Excellent problem-solving abilities and a systematic approach to seamless customer interactions.

Other Essential Skills:

• Computer literacy, strong communication skills, and the ability to remain calm under pressure.
• Ability to work independently, ensuring regulatory compliance and customer welfare.

Why Join Us? Join Metropolitan Gaming and be part of an innovative and customer-centric environment. Benefit from a collaborative culture, opportunities for growth, and a dynamic team dedicated to redefining customer experiences in the gaming industry.

Metropolitan Gaming is an equal opportunity employer committed to diversity and inclusion.