Business Development Manager

Genting Casinos UK Limited; Reading; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Private GP helpline.

Discount portal for retailers and more

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.

Travel insurance.

Health Screening.

Genting Academy online learning portal

Long service awards.

Staff social fund.

Annual company Christmas present.

Social engagement activities.

Job summary

Genting Casinos UK Limited in Reading seeks a Business Development Manager to lead customer engagement initiatives, manage a high-value playerbase, and drive loyalty and retention. The role is hands-on, player-facing, and operationally focused, reporting to the General Manager.

You will collaborate with Marketing Executives and senior leaders to shape engagement strategies, ensure safety and compliance, and deliver against targets while fostering exceptional service standards across the casino

Qualifications

• Experience leading teams in a casino or hospitality setting.

Responsibilities

• Collaborates with Marketing Executives, Deputy General Manager, and General Manager to shape customer engagement activity and drive strategic initiatives.
• Sets standards for handling high-value player feedback and complaints, ensuring the team delivers swift and professional resolutions.
• Provides direction and leadership to the Business Development team or across the casino floor, setting standards and priorities.
• Maintains a visible leadership presence on the gaming floor and empowers staff to engage key customers.
• Oversees the loyalty programme strategy and re-tiering based on activity and engagement.
• Ensures full compliance with Safer Gambling, AML, HVC and UKGC requirements across all customer engagement activity.
• Communicates effectively across all departments to drive customer engagement activity.
• Builds and maintains strong relationships with high-value players and ensures they feel valued.
• Acts as a key point of contact on the gaming floor, greeting customers and delivering high service levels.
• Maintains accurate customer records with preferences and campaign history ensuring data compliance.
• Handles feedback and complaints promptly, escalating when necessary.
• Supports loyalty programme delivery by re-tiering players according to activity and engagement.
• Adapts to changing priorities and shifts to meet business needs.
• Performs other reasonable duties as required.
• Working hours are 40 per week with potential evenings and weekends.

Skills

Leadership

Customer engagement

Relationship building

Compliance

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.
• 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.
• Travel insurance.
• Health Screening.

Rewards, recognition, development, and events

• 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