Guest Experience & Loyalty 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

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.