Our current vacancies

Customer Relations Manager

Permanent

  • Mayfair London
  • London
  • Skills
  • customer service
  • organised
  • attentive
  • teamwork
  • professional
  • analytic

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)

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We are committed to creating a culture of Safer Gambling within our casinos. We have appointed Safer Gambling Ambassadors across all our sites, in order to protect young and vulnerable people from being exploited by gambling, prevent underage gambling and increase support for the treatment of gambling harm.