Grosvenor is the leading Casino operator in the UK and our venues offer the very best quality gaming and leisure experience in an environment committed to safer gambling. We aim to excite and entertain all our customers giving them a memorable experience they will want to return for.

Our casinos are an exciting and rewarding place to work with roles across all aspects of gaming and customer service with opportunities to develop your existing skills and learn new ones. If you want to build a career in casinos that’s fine with us; as the largest operator in the UK, we have lots of opportunity and structured development programmes.

At Grosvenor we are a 24/7 operation committed to safer gambling for our customers and building and inclusive, diverse and engaged team.

We are looking for an outstanding High Value Customer Relations Manager to join The Victoria Casino team. The Customer relations team is a key point of contact for customers in the casino, solving queries, and providing exemplary customer service to our loyal and higher value guests.

As our High Value Customer Relations Manager, you’ll manage the performance of the casino host relationship team and support the General Manager in growing new and repeat revenue from high value customers.

You will;

• Ensure your casino delivers a fantastic and where necessary bespoke gaming experience to each of your high value customers.
• Build relationships with your high value customers so you know and understand playing styles and preferences recording the relevant due diligence information and ensuring the casino team understand their needs.
• Co-ordinate & manage high value customer retention programmes, including hospitality, gifting, player incentives and Company reward programmes, seeking and responding to feedback and liaising with the Reward team.
• Grow the casinos high value members by identifying and developing new customers through networking, relationship building and customer referrals.
• Actively reduce the rate of attrition through knowing your customers and spotting signs they are at risk of lapsing, implementing strategies to retain them.
• Plan and implement promotions/events, ensuring that all Team Members and customers are fully aware.
• Grow on-line customer engagement and help to exceed club/region online acquisition targets.
• Ensure you promote compliance with all regulation, particularly the Gaming Commission licensing requirements, and that you are a champion for safer gambling.
• Encourage and support greater awareness and vigilance from the team in spotting and dealing with suspicious transactions and problem gambling.

• Proven relationship building skills and ability to do this with high value customers
• Fanatical about delivering an unrivalled customer experience
• Good communicator, able to influence members of the casino team
• Comfortable with change and ability to embrace new ways of working
• Commercially aware and motivated by contributing to the financial success of the casino by delivering unparalleled customer experience
• We are a 24/7 operation so you will need flexibility to work at peak times as required by the business

Soft skills: 

• Enthusiastic, proactive and driven individual, with sound commercial nous.
• Good communication and interpersonal skills.
• Customer focused