HVC Performance Manager

Overview

Who We Are At Metropolitan Gaming, we don’t just offer jobs—we create experiences. Whether it’s the electric buzz of our city casinos or the slick precision of our online platform, we’re the heartbeat of high-end gaming. From the iconic Empire Casino in Leicester Square to the luxury of Metropolitan Mayfair, our ten venues across the UK and Egypt are made for those who live life full throttle.

Benefits

We value our employees and offer a benefits package to ensure your job is both fulfilling and rewarding. We offer the opportunity to learn and grow within the company, regular training and development, and to be part of an exciting high-performance team. On top of our competitive salary, here are some of the benefits we offer:

• 50% off food and beverages in all our UK venues
• Extensive Rewards platform: discounts on travel, retail, hospitality, health and much more
• Company Sick Pay
• Company Pension
• Life Assurance
• Refer a friend incentive
• Financial advice services
• Employee health and wellbeing services
• Virtual GP Services
• Season Ticket Loans
• Employee assistance program: A confidential helpline providing 24/7 advice and counselling
• Cycle to work scheme

What We Are Looking For

We are looking for a highly analytical and detail driven HVC Performance Manager to join our High Value Customer team. This is a pivotal role supporting the performance of our most valuable players, providing insight, reporting, and commercial analysis that directly influences decision-making across the business. You will work closely with our HVC hosts and senior stakeholders, helping to ensure we maximise player value, optimise reinvestment, and deliver exceptional VIP experiences.

What You’ll Be Doing

Account management

• Process and document HVC applications for approval and record and notify outcomes.
• Continually monitor the renewal status of all HVC customers and initiate reviews and updates with local casino teams as appropriate.
• Managing the onboarding, regular review and offboarding of players within the HVC programme ensuring eligibility criteria are met.
• Create, upload, assign and manage Customer Relations tasks into XCM
• Delivering post event and campaign analysis, measuring ROI and impact.
• Act 2005 and adhere to all relevant industry regulations, including all aspects of compliance.
• Understand and abide by the Gambling Commission HVC industry’s guidance and MGUK HVC policy and procedures and effectively inform customers of changes to the HVC programme when necessary.

Performance analyst

• Working with internal systems and BI tools to extract, analyse, and present data clearly.
• Monitoring reinvestment and promotional spend, ensuring alignment with commercial targets.
• Plan, implement and evaluate VIP experiences and promotions.
• Support the HVC team members in delivering exceptional VIP experiences.
• Ensure any activities undertaken fulfil the licensing objectives set out in the Gambling
• Identifying opportunities to improve player engagement, retention, and profitability.
• Producing daily, weekly, and monthly HVX performance reports (drop, win, visits, reinvestment etc).

What We Are Looking For

• Strong analytical skills with advanced Excel (pivot tables, formulas, data manipulation)
• Experience in a reporting, data, or analytical role (gaming, hospitality, or similar is a plus)
• Ability to turn data into clear, actionable insights
• High attention to detail and accuracy
• Strong communication skills confident working with both operational teams and senior stakeholders
• Strong Account Management skills

Desirable

• Experience working in high-value customer environments and loyalty
• Knowledge of casino or gaming KPIs (drop, win, theoretical, reinvestment)
• Exposure to Power BI, SQL, or other BI tools

Please Note: You must be aged 18 or above and have the right to work in the UK