Let's start with the role

As Head of Key Account Management, you will drive Sportsbook & Gaming revenues across all markets by leading a team that develops and maintains profitable long-term relationships with key customers via offering a world-class, personalized customer experience.

Being a part of the wider CRM function, you will be responsible for the commercial performance of our brand across key customer segments and will manage a team of account managers and specialists.

As a Head of Key Account Management, you will:

• Achieve financial performance against targets and deliver a positive ROI;
• Develop and drive a strategic approach to customer engagement and service offering;
• Establish and maintain a comprehensive customer database;
• Generate incremental gaming revenue by anticipating, responding to and consistently meeting or exceeding player needs; 
• Manage all aspects of the relationship with the player, including daily/weekly/monthly communications, queries, contacts and escalations including out-of-office hours when necessary;
• Manage the key accounts’ lifecycle including the onboarding of new customers in the key segment, building customer loyalty, reactivating churned ones and planning customer surveys through our outbound channels;
• Utilize daily reporting and analysis to extract insights and drive sound business decisions; 
• Ensure compliance with all applicable regulations and legislation so that all risks within areas of responsibility are identified and managed effectively;
• Comply with and uphold company expectations including RG and player safety policies and procedures, department goals, and business strategy;
• Conduct yourself with the highest level of integrity and honesty;
• Proactively identify service failures by taking immediate action to resolve them whilst notifying relevant stakeholders;
• Lead a team of Key Account Managers that manage all aspects of the relationship with the customers.

What you will bring:

• Extensive knowledge and experience in the online gaming industry;
• Fluency in English;
• Commercial and financial acumen; 
• Experience in delivering commercial value through campaign strategies and bonus awards;
• Proven record of setting, communicating and achieving financial targets and KPIs;
• Exceptional leadership skills;
• Detail-oriented with effective time management skills and the ability to produce results while working under pressure;
• Excellent communication, presentation skills, and ability to influence at all levels;
• Analytically curious with the ability to think outside the box to resolve issues quickly and effectively.

Kaizen Gaming Perks

💻Hybrid way of working & remote options

🏃 A buddy will support you with your onboarding;

💸Competitive salary package and bonus scheme;

👩‍⚕️ Health and life insurance for you and your family;

💰 Monthly allowance for lunch & commuting expenses;

📚 Udemy learning account & continuous training;

⭐Clear career paths & a developmental 360° feedback framework.

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