Business Development Manager

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 include:

• Building and maintaining strong relationships with high-value new and existing players, ensuring exceptional service and personalised 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 personalised introductions to the club, its facilities, benefits and loyalty programme.
• 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 programme, 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, personalised 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.

This role requires a flexible approach to working hours and responsibilities to meet the needs of the business, with a minimum of 40 hours per week and regular evening and weekend working expected.

In return for your commitment, we offer an excellent salary, development opportunities and a wide range of employee benefits - read more details below.

As well as an excellent salary, we are dedicated to providing our colleagues with a vast range of benefits including:

Company funded benefits

• Private GP helpline.
• Discount portal for popular retailers, restaurants, leisure and more.
• Life assurance.
• Employee assistance programme " A…