Cosmo is an equal opportunity employer and welcomes applications from all qualified candidates regardless of race, religion, gender, or disability.
OVERVIEW OF POSITION
The General Manager is responsible for leading and overseeing the overall operations and strategic direction of all premium E-Gaming Clubs. This role manages all aspects of all clubs performance.
The General Manager is accountable for driving operational excellence, business growth, profitability, customer satisfaction, regulatory compliance, and team leadership while ensuring the highest standards of luxury hospitality and gaming operations.
KEY DUTIES AND RESPONSIBILITIES
SCOPE OF THE ROLE
- Stationed in Ho Chi Minh City, Vietnam, with responsibility for all premium E-Gaming Club operations.
- Full P&L accountability for the entire portfolio of clubs.
- Lead and develop a high-performing multi-department team across 24/7 luxury gaming and hospitality operations.
- Drive strategic growth, operational excellence, and market leadership in the E-Gaming sector.
Duties may include but are not limited to:
- Lead and oversee the daily operations of all E-Gaming Club functions to ensure smooth, efficient, and compliant operations.
- Drive operational excellence across all departments while maintaining exceptional luxury hospitality and gaming standards.
- Monitor and optimize operational KPIs, productivity, staffing efficiency, and customer service performance.
- Develop and implement operational strategies, policies, SOPs, and internal controls to enhance business performance.
- Manage overall business performance, revenue generation, profitability, and cost optimization.
- Prepare and manage annual operating budgets, forecasts, manpower planning, and capital expenditure plans.
- Analyze financial performance, gaming revenues, operational costs, and market trends to support strategic decision-making.
- Drive business growth initiatives, customer acquisition strategies, and VIP player retention programs.
- Ensure delivery of premium customer experiences aligned with luxury gaming standards.
- Build and maintain strong relationships with VIP customers, key business partners, and stakeholders.
- Ensure full regulatory compliance, risk management, and adherence to gaming laws and company policies.
- Oversee security, surveillance, audit compliance, and responsible gaming practices.
- Maintain a strong culture of integrity, accountability, confidentiality, and responsible gaming practices.
- Performing other duties as assigned by the Management Board in an orderly and efficient manner.
KEY FUNCTIONS
General Requirements
- May be required to deputise for the Chief Executive Officer during periods of annual, long service, or educational leave.
- Attend regular management meetings and be assigned to special projects as required.
- Provide advice to the CEO on the development of departmental objectives, policies, and programmes.
- The role is based in Ho Chi Minh City with willingness to travel between club locations and work flexible hours, including evenings, weekends, and public holidays to support 24/7 operations.
Leadership & People Management
- Provide strong leadership, direction, and coaching to department heads and operational teams.
- Develop high-performing teams through succession planning, talent development, performance management, and employee engagement initiatives.
- Foster a positive, professional, and results-driven working culture across all club operations.
- Lead recruitment planning and manpower optimization aligned with business requirements.
- Ensure compliance with company policies, labor regulations, and disciplinary procedures.
- Direct Reports
- Cluster Club Manager
- Cluster Head of Finance/ Financial Controller
- Cluster Head of IT
- Cluster Head of Security & Surveillance
- Cluster Head of Human Resources / People & Culture
- Club Managers / Operations Managers
- Business Development Manager
- CRM Manager
- Other positions as assigned by Management from time to time
Customer Experience Management
- Ensure exceptional customer service standards and luxury gaming experiences are consistently delivered.
- Monitor customer feedback, service quality indicators, and implement continuous improvement initiatives.
- Handle escalated customer complaints and service recovery processes professionally.
- Support VIP engagement activities and personalized customer service initiatives.
Strategic Planning & Business Growth
- Develop and execute strategic operational and business plans aligned with company objectives.
- Identify opportunities for expansion, service enhancement, and market competitiveness.
- Support new club openings and operational transition initiatives.
- Collaborate with senior leadership on long-term business planning.
Stakeholder & Regulatory Management
- Maintain strong relationships with internal stakeholders, regulatory authorities, and business partners.
- Represent the company professionally in meetings, inspections, audits, and external engagements.
- Ensure timely submission of operational reports and compliance documentation.
Decision Making
- Devises solutions to operational issues to achieve goals and objectives.
- Authorized to approve guest complimentary accounts as per Standard.
Operating Procedures.
- Authorized to handle and decide on the most appropriate course of action for guest disputes as per SOPs.
- Identifies processes requiring action to mitigate risk.
Business & Financial Performance Oversight
- Drive overall revenue growth, profitability, and financial performance of the E-Gaming Clubs.
- Review daily, weekly, and monthly operational and financial reports.
- Identify revenue enhancement and cost optimization opportunities.
- Collaborate with Finance and department heads to achieve budget targets.
Gaming Operations & VIP Services Management
- Oversee Gaming Floor Operations to ensure efficient, compliant, and customer-focused delivery.
- Ensure premium service standards for VIP customers and high-value players.
- Support VIP relationship management, retention programmes, and loyalty initiatives.
- Conduct all gaming operations in accordance with company policies and regulatory requirements.
KEY PERFORMANCE INDICATORS
The General Manager will be accountable for:
- Achieving revenue growth and EBITDA targets.
- Customer satisfaction scores (CSAT/NPS) and VIP retention rates.
- Operational efficiency, cost optimization, and productivity metrics.
- 100% regulatory compliance and successful internal/external audit results.
- Staff engagement, retention, and talent development targets.
- Successful execution of business growth and new club opening initiatives.
QUALIFICATIONS INCLUDE THE FOLLOWING
- Bachelor's Degree in Business Administration, Hospitality Management, Finance, Casino Management, or related field. (Master's Degree is an advantage).
- Professional certifications in gaming operations, hospitality, finance, or leadership are preferred.
- Minimum 10–15 years of progressive leadership experience in Gaming, E-Gaming, Casino, Hospitality, or integrated resort operations.
- Minimum 5 years in a senior management or General Manager role overseeing multi-department operations.
- Strong experience in luxury gaming operations, VIP customer management, and 24/7 environments.
- Proven track record in driving business growth, operational efficiency, and financial performance.
- In-depth knowledge of gaming regulations, compliance, and risk management.
- Strong financial acumen with budgeting, forecasting, and performance analysis experience.
- Excellent leadership, communication, negotiation, and stakeholder management skills.
- Proficiency in Microsoft Office and operational reporting systems.
- High level of integrity, professionalism, and confidentiality.
- Willingness to be based in Ho Chi Minh City and work flexible hours as required.
