Senior VIP Customer Engagement Manager

3 weeks ago

London, Greater London, United Kingdom Grosvenor Casinos Full time
Senior VIP Customer Engagement Manager

Company Overview

At Grosvenor Casinos, we pride ourselves on being a cornerstone of our communities, providing a secure environment for individuals to enjoy table games, slots, sports betting, and quality dining experiences with friends.

As we embark on an exciting growth trajectory, we are dedicated to enhancing our venues and investing in our workforce to ensure we deliver the finest entertainment options and have the most skilled professionals in place.


Role Overview

Are you passionate about delivering exceptional customer service and possess a proven track record in providing top-tier service to high-value clients or VIPs, preferably within the casino or hospitality sectors? Are you fluent in Arabic?

If so, we invite you to explore this opportunity...

We are seeking a remarkable Senior VIP Customer Engagement Manager to join our team at Grosvenor Casinos. This role involves managing customer relations and driving revenue growth by offering outstanding service to our esteemed VIP clientele.

As our Senior VIP Manager, your responsibilities will include:

  • Creating a personalized gaming experience for each of your high-value clients.
  • Fostering relationships with high-value clients to understand their gaming preferences and styles.
  • Documenting necessary due diligence information and ensuring the casino team is aware of individual customer requirements.
  • Coordinating and overseeing high-value customer retention initiatives, including hospitality, gifting, player incentives, and company reward programs, while actively seeking and responding to feedback.
  • Expanding the casino's high-value membership by identifying and nurturing new clients through networking and relationship-building.
  • Proactively reducing customer attrition by recognizing signs of potential lapses and implementing retention strategies.
  • Planning and executing promotions/events, ensuring that all team members and clients are informed.
  • Enhancing online customer engagement and contributing to surpassing club/region online acquisition goals.
  • Ensuring compliance with all regulations, particularly Gaming Commission licensing requirements, and championing responsible gambling practices.
  • Encouraging team awareness and vigilance in identifying and addressing suspicious transactions and gambling issues.

Qualifications
  • Fluency in Arabic is essential to cater to our diverse customer base.
  • Experience in the hospitality sector with a focus on delivering exemplary service to high-value clients.
  • Ability to analyze data and generate reports regarding high-value player activities.
  • Demonstrated skills in building relationships with high-value customers.
  • Strong communication skills, capable of guiding and supporting casino team members.
  • Flexibility to work during peak hours, primarily in the evenings.
  • This is a full-time position requiring 40 hours of work per week, with a competitive salary and additional tips.

We are committed to fostering an inclusive workplace, ensuring we understand and meet the diverse needs of our candidates and customers. If you require any adjustments during the interview process, please inform us in advance.

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