Customer Relations Manager

TN United Kingdom; London; On-site; GBP 50,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Relations Manager to lead guest engagement strategies at a premier casino. This role focuses on building relationships with high-value clients, particularly from the Middle East and South Asia, ensuring exceptional service experiences tailored to diverse cultural preferences. The ideal candidate will have fluency in relevant languages and a strong background in hospitality or customer relations. Join a vibrant team dedicated to delivering outstanding service and enhancing the customer journey through personalized engagement and innovative strategies.

Benefits

Private GP helpline

Discount portal for retailers

Life assurance

Employee assistance programme

20% discounted gym membership

Mental health support

Family-friendly policies

Health Cash Plan

Critical illness cover

Travel insurance

Qualifications

• 3-5 years experience in casino customer relations or hospitality services.
• Proven experience working with international or multicultural clients.

Responsibilities

• Build relationships with VIP players from the Middle East and South Asia.
• Ensure guest satisfaction through culturally aware service experiences.
• Monitor player activity using CRM systems and player tracking software.

Skills

Fluency in Arabic

Fluency in Hindi

Fluency in Gujarati

Fluency in Punjabi

Fluency in Bengali

Interpersonal Skills

Communication Skills

Problem-Solving Skills

Education

Bachelor’s degree in Hospitality

Bachelor’s degree in Marketing

Bachelor’s degree in Business

Tools

CRM Systems

Player Tracking Software

Job description

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Customer Relations Manager - The Palm Beach Casino

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Salary: Up to £50,000

Brand: Genting Casinos

Published: 15 Apr 2025

Location: The Palm Beach Casino

Department: Administration

Closing Date: 26/05/2025

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.

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, please contact us.