Customer Relations Manager

Metropolitan Gaming; Greater London; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Discounts across travel, retail, and F

Discount on Food and non-alcoholic Be

Season ticket loan

Cycle to work

Company pension scheme

Life insurance cover

Job summary

Metropolitan Gaming is seeking a Customer Relations Manager to lead The Empire's Customer Relations team, delivering outstanding service and driving customer loyalty. You will develop personalised experiences, manage events and promotions, and ensure interactions align with safer gambling principles and MG UK policies.

You will collaborate with Marketing and Venue Management to grow customer engagement, monitor CRM activities, and oversee staff performance during peak trading periods.

Qualifications

• An Individual who thrives on creating memorable experiences, building genuine relationships and bringing people together.
• Willingness to undergo Safer Gambling and AML training and adhere to MG UK policies.

Responsibilities

• Take overall responsibility for the management and performance of the Customer Relations team (The Empire), contributing to venue objectives.
• Monitor team KPIs and ensure targets are met.
• Coordinate CRM tasks and campaigns with Marketing to drive business performance.
• Support onboarding and development of Customer Relations staff with coaching and guidance.
• Act as a brand ambassador, building relationships with customers and partners and ensuring high quality service.

Job description

About Us

Metropolitan Gaming is about more than the games or the buzz of the venue.
It’s about energy. Atmosphere. Service that’s sharp and in sync with the moment.

Driven by people, we’re a diverse, close-knit team who back each other, celebrate wins and create great experiences together. If you’re upbeat, curious and ready to get involved, you’ll feel at home here. Personality matters. Every shift is a chance to make your mark.

Why Join Us

A place to grow, not just a job. You’ll be recognised for great work and given opportunities to build your skills and grow your career

Alongside competitive pay, you can also expect:

• Discounts and perks across travel, retail, hospitality and wellbeing
• Company pension scheme and life insurance cover
• Discount on Food and non-alcoholic beverages across all venues
• Season ticket loan and cycle to work

What We Are Looking For

An Individual who thrives on creating memorable experiences, building genuine relationships and bringing people together.

As Customer Relations Manager at Empire, you’ll lead and inspire the Customer Relations team to deliver outstanding service, build customer loyalty and drive venue performance.

You’ll play a key role in creating personalised experiences, bringing events and promotions to life and developing strong relationships with our customers and partners, while ensuring every interaction is delivered with care, integrity and a strong focus on safer gambling.

Main Responsibilities

• Take overall responsibility for the management and performance of the Customer Relations team (The Empire), while maintaining individual performance targets that contributes to the wider venue objectives.
• Ensure that individual and team KPI’s and targets are proactively monitored, managed and achieved.
• Monitor CRM tasks for the Customer Relations team, ensuring that tasks are completed and logged within a timely manner.
• Assist with Support Centre Marketing team with the creation and management of CRM tasks designed to proactively drive business performance, including the uploading, creation and coordination of ad hoc campaigns and initiatives.
• In collaboration with local and Support Centre Marketing, monitor and manage casino events and promotions, including pro and post event analysis, team deliverables, and coordination with internal stakeholders and departments to ensue successful event execution.
• Assist the Support Centre Marketing and Loyalty team by directly contacting customers, and overseeing the wider Customer Relations team in communicating events, promotions, and available offers, ensuring all outreach is completed accurately and within required timeframes.
• Support the business in the development, retention and reengagement of declining or lapsed customers within the Met Card Loyalty scheme.
• Generate new business and increase visitation by acting as a brand ambassador at external events, building external relationships and networking with prospective customers and partners.
• Manage Customer Relations team rotas and holiday requests, ensuring staffing levels are aligned with business trends, operational demands, and peak trading periods
• Assist with the onboarding of new Customer Relations team members, providing training, coaching & guidance and ongoing support to ensure successful integration and performance within the role.
• Ensure all HVC administration is correct and submitted on time (Full understanding of HVC and Marketing polies)
• Act as an ambassador for the casino and give consistent, polite, timely and accurate information and service to customers visiting the casino.
• Be a point of contact for customers to answer queries and provide support to guests relating to Met card rewards programme.
• Creating additional preferences based on customer engagement (Customer knowledge etc) ensuring the company is tailoring the service and marketing offering wherever possible.
• Participate in customer feedback follow up to ensure customers feel valued and improve the overall customer experience.
• Proactively identify and resolve service failures by taking immediate action to resolve service gaps and cement player loyalty.
• Work closely with Venue Management to ensure all customer complaints are handled appropriately.
• Undertake and successfully complete regular Safer Gambling and AML training, utilise the knowledge learned to protect and empower customers to gamble safely.
• Support Casino Management in the delivery of Safer Gambling Policies and Procedures in line with the Safer Gambling Policy.

HVC Duties:

In addition to the above, a Customer Relations Manager may be assigned support to customers within the HVC Scheme:

• Grow VIP & HVC customer database.
• Protection of the licensing objectives under the Gambling Act 2005 must be at the forefront of all activity carried out in this role.
• Responsible for conducting customer contact/interaction in a professional and transparent manner and in a way that minimises the risk of the customer experiencing gambling related harm.
• Responsible for delivering personalised offers and benefits in line with the HVC Scheme and compliant with MG UK HVC Policy & Procedures.
• Anticipate, respond to and consistently meet or exceeds the needs of guests including, but not limited to: arranging complimentary transportation, accommodation arrangements and any agreed hospitality.
• Wholly understand and abide by the Gambling Commission’s HVC Industry Guidance and MG HVC Policy & Procedures and effectively inform customers of changes to the HVC Scheme when necessary
• Fully comply with all applicable licence conditions and codes of practice, rules, company expectations, departmental goals, industry guidance, laws and regulations, company policies, and conduct yourself with the highest levels of integrity and honesty.
• Support Casino Management in the delivery of Safer Gambling Policies and Procedures in line with the Safer Gambling Policy and enhanced checks in line with the HVC policy, with an understanding that staff appraisals will take into account safer gambling actions.
• Work collaboratively with other teams (including safer gambling and AML) to allow for objective decision-making and review, based on all available information.

Desirable But Not Essential:

• Understand casino games, theoretical, actual and comp ratios.
• Target driven and sales orientated
• Previous marketing experience