Business Development Manager

Genting Casinos UK Ltd.; Old Warren; On-site; GBP 40,000 - 65,000; Full time

Benefits offered by this job

Private GP helpline

Discount portal for retailers

Pension scheme

Life assurance

Employee assistance programme

20% discounted gym membership

Mental health support

Family-friendly and wellbeing policies

Health Cash Plan (level 1)

Critical illness cover

Dental insurance

Travel insurance

Health Screening

Career development opportunities

Genting Academy online learning portal

Long service awards

Staff social fund

Annual company Christmas present

Job summary

Genting Casinos UK Ltd. is seeking a Business Development Manager to lead customer engagement initiatives and drive acquisition and retention among high-value players across our UK casinos.

The role operates under the General Manager and focuses on hands-on, player-facing leadership on the casino floor. You will shape loyalty strategies, supervise teams where applicable, and ensure adherence to Safer Gambling, AML, HVC and UKGC standards while delivering exceptional customer service and

Qualifications

Responsibilities

• Collaborate with Marketing Executives, Deputy General Manager and General Manager to shape customer engagement activity and drive strategic initiatives.
• Set standards for handling high-value player feedback and complaints, ensuring swift and professional resolutions.
• Provide direction and leadership to the Business Development team and across the casino floor, setting priorities and driving engagement across departments.
• Maintain a visible leadership presence on the gaming floor, empowering staff to engage key customers and resolve issues, escalating when needed.
• Oversee loyalty programme strategy and accurately re-tier players based on activity and engagement.
• Ensure compliance with Safer Gambling, AML, HVC and UKGC requirements across all customer engagement activity.
• Communicate effectively across all departments to drive customer engagement activity.
• Build and maintain strong, personalised relationships with high-value players, ensuring they feel recognised and valued during every visit.
• Be the primary contact on the gaming floor, greeting customers, anticipating needs and delivering high levels of service to reinforce loyalty.
• Maintain up-to-date customer records, including preferences, contact permissions, key dates and engagement history, ensuring data compliance.
• Handle player feedback and complaints promptly and escalate where necessary.
• Support loyalty programme delivery by accurately re-tiering players in line with GM standards.
• Adopt a flexible approach to meet changing priorities, shifts and procedures.
• Carry out other duties as reasonably required.
• Working hours are 40 per week with possible evenings and weekends.

Job description

JOB DESCRIPTION

We have a vacancy for a Business Development Manager to join our thriving team on a full time basis, working 40 hours per week, as necessary to meet business demands. The Business Development Manager is responsible for delivering the day-to-day activity that underpins business development objectives. Working under the direction and guidance of the General Manager, this role is hands-on, player-facing, and operationally focused — building and nurturing relationships with high-value new and regular players, driving acquisition and retention activity, and ensuring every customer interaction reflects the highest standards of service and engagement. The business Development Manager turns strategy into action, consistently delivering against targets set by the General Manager while feeding back insight.

Key skills and responsibilities include:

• Collaborates with Marketing Executives (where applicable), Deputy General Manager, and General Manager 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.
• To adopt a flexible approach to the work of the team and adapt to changing priorities, shifts and procedures in order to meet the requirements of the business.
• To carry out any other duties that may be reasonably requested from time to time.
• Working hours are 40 hours per week, as necessary to meet business demands. Evening and weekend working should be expected.

WHAT WE OFFER

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.
• Pension scheme.
• Life assurance.
• Employee assistance programme " A confidential helpline providing 24/7 advice and counselling whatever the issue.
• 20% discounted gym membership.
• Mental health support.
• Family-friendly and wellbeing policies.

Flexible benefits* " designed for employees to choose the best package for their personal needs.

• Health Cash Plan (level 1 is company funded).
• Critical illness cover.
• Dental insurance.
• Travel insurance.
• Health Screening.

Rewards, recognition, development, and events

• Career development opportunities.
• Genting Academy " online learning portal.
• Long service awards.
• Staff social fund.
• Annual company Christmas present.
• A range of social engagement activities such as a company-wide pub quiz, Croupier of the Year Awards, and a 5-a-side football tournament.

*Subject to eligibility.

OUR BUSINESS

Genting Casinos is one of the UK’s most popular leisure businesses and is proud to deliver outstanding service to our customers in our casinos nationwide. As part of the Genting Group, which employs 62,000 people worldwide, we are passionate about our values and providing our colleagues and customers with a fantastic experience.

As an inclusive and diverse employer, we celebrate individuality and value the contribution that each person brings to our workplace. We continue to gain an understanding of the needs and requirements of our customers, colleagues and prospects and actively embrace and accommodate these. If you require any support in relation to your interview, such as guidance, advice or any adjustments, please contact us.