At a Glance
- Tasks: Manage high-value customer performance and deliver exceptional VIP experiences.
- Company: Join Metropolitan Gaming, the heartbeat of high-end gaming in the UK and Egypt.
- Benefits: Enjoy 50% off food, extensive discounts, company pension, and health services.
- Other info: Exciting career growth opportunities in a vibrant, fast-paced environment.
- Why this job: Be part of a dynamic team that shapes unforgettable gaming experiences.
- Qualifications: Strong analytical skills and experience in data or reporting roles.
The predicted salary is between 40000 - 50000 £ per year.
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
- 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.
HVC Performance Manager - Tottenham Court Road, London employer: Metropolitan Gaming
At Metropolitan Gaming, we pride ourselves on being more than just an employer; we create vibrant experiences in the heart of London's gaming scene. Our commitment to employee growth is reflected in our extensive training programmes and a supportive work culture that values teamwork and innovation. With competitive benefits, including generous discounts across our venues and a focus on health and wellbeing, we ensure that our team members thrive both personally and professionally in a dynamic environment.
StudySmarter Expert Advice🤫
We think this is how you could land HVC Performance Manager - Tottenham Court Road, London
✨Tip Number 1
Network like a pro! Get out there and connect with people in the gaming industry. Attend events, join online forums, or even hit up local meetups. The more people you know, the better your chances of landing that HVC Performance Manager role.
✨Tip Number 2
Show off your analytical skills! When you get the chance to chat with potential employers, be ready to discuss how you've used data to drive decisions in past roles. Bring examples of reports or insights you've created to back up your claims.
✨Tip Number 3
Tailor your approach! Research Metropolitan Gaming and understand their values and goals. When you apply through our website, make sure your application reflects how your skills align with what they’re looking for in an HVC Performance Manager.
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great opportunity to reiterate why you’d be a perfect fit for the team.
We think you need these skills to ace HVC Performance Manager - Tottenham Court Road, London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the HVC Performance Manager role. Highlight your analytical skills and any relevant experience in gaming or hospitality. We want to see how you can bring value to our high-performance team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about the role and how your skills align with what we’re looking for. Keep it engaging and let your personality come through!
Showcase Your Analytical Skills:Since this role is all about data, make sure to showcase your analytical skills in your application. Mention any tools you’ve used, like Excel or Power BI, and how you've turned data into actionable insights in past roles.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, we love seeing applications come in through our own platform!
How to prepare for a job interview at Metropolitan Gaming
✨Know Your Numbers
As a HVC Performance Manager, you'll be dealing with data all the time. Brush up on your analytical skills and be ready to discuss how you've used data to drive decisions in previous roles. Familiarise yourself with key gaming KPIs like drop, win, and reinvestment, as these will likely come up in conversation.
✨Showcase Your Communication Skills
This role involves working closely with both operational teams and senior stakeholders. Prepare examples of how you've effectively communicated complex data insights to different audiences. Think about times when your communication made a significant impact on a project or decision.
✨Understand the VIP Experience
Since you'll be managing high-value customers, it's crucial to understand what makes a great VIP experience. Research Metropolitan Gaming's approach to customer engagement and retention. Be ready to share your ideas on how to enhance the VIP experience based on your findings.
✨Prepare for Compliance Questions
Given the regulatory nature of the gaming industry, be prepared to discuss compliance and industry regulations. Familiarise yourself with the Gambling Commission's guidelines and think about how you would ensure adherence to these in your role. This shows you're not just data-driven but also aware of the industry's legal landscape.
