Casino Engagement & Business Development Lead

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

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