Customer Relations Manager

Genting Casinos UK Ltd.; London; On-site; GBP 30,000 - 60,000; Full time

Job description

We are seeking a dynamic and culturally fluent Customer Relations (CR) Manager to lead both our domestic and international guest engagement strategy. This individual will play a critical role in developing relationships with a diverse clientele, with a particular focus on high-value guests from the Middle East and the Indian subcontinent. The ideal candidate will be fluent in Arabic or the following Indian languages: Hindi, Gujarati, Punjabi, and Bengali.

As a CR Manager, you will be responsible for delivering exceptional service experiences, driving loyalty among our client base, and enhancing the overall customer journey. You will collaborate across departments to ensure that all VIP guests receive personalized and culturally attuned service.

Key Responsibilities:
•Build and maintain strong relationships with domestic and international VIP players, particularly those from the Middle East and South Asia.
•Ensure guest satisfaction by providing seamless and culturally aware service experiences throughout the property.
•Develop and implement tailored engagement strategies for guests to increase visitation and retention.
•Plan and host exclusive events, gaming promotions, and experiences aligned with cultural preferences.
•Serve as the main point of contact for high-value international guests, responding to inquiries, resolving issues, and proactively anticipating their needs.
•Collaborate with the marketing, gaming, and F&B teams to coordinate services and enhance the guest journey.
•Monitor player activity and segment performance using CRM systems and player tracking software.
•Supervise and train CR team members to uphold high standards of guest service.
•Stay informed on cultural trends, holidays, and preferences relevant to target markets.
•Ensure compliance with internal policies, responsible gaming practices, and regulatory requirements.

Qualifications:
•Bachelor’s degree in Hospitality, Marketing, Business, or a related field (or equivalent experience).
•Fluency in Arabic or the Indian languages (Hindi, Gujarati, Punjabi, or Bengali) is required.
•Minimum 3-5 years of experience in casino customer relations, player development, or hospitality services, including team leadership.
•Proven experience working with international or multicultural client segments.
•Strong interpersonal, communication, and problem-solving skills.
•Proficiency with CRM systems and player tracking tools.
•Willingness to work flexible hours, including nights, weekends, holidays, and be prepared to travel.

Preferred Qualifications:
•Additional language fluency is a plus.
•Experience working in international casino or resort settings.
•Strong cultural awareness and ability to adapt service approaches to different guest preferences.