Let’s start with the role

As a Key Account Executive you will oversee a segment of the high-net-worth customers in the Latam Region. With native-level proficiency in Spanish, you will aim to proactively engage with individual customers with timely and targeted actions throughout their lifecycle, to drive growth and activity. You will also focus on identifying and onboarding new potential Key Accounts. This role is centred on elevating the experience of key customers, while maintaining a strong commitment to responsible gambling and contributing to the overall success of the organisation.

As a Key Account Executive you will: 

• Oversee the customer segment by closely monitoring customer performance and ensuring that rewards, both online and offline, are offered in accordance with the business requirements 
• Identify individual customers and take timely actions based on their lifecycle stage (e.g., new Key Accounts, churning, lapsed, returning, big winners) to stimulate growth and activity within this segment.
• Strategically plan and execute campaigns and bulk actions aimed at enhancing the activity of high net worth customers. Ensure campaigns are generated promptly, closely monitor results, and provide comprehensive reports.
• Continuously assess the performance of the assigned customer segment at the market level and act upon emerging trends and insights.
• Handle ad-hoc tasks and projects related to the high-value customers when needed.
• Utilise predictive modelling to identify potential new key customers and onboard them effectively.
• Acquire in-depth knowledge of customers and construct comprehensive profiles (playing behaviours, preferences, dislikes).
• Ensure compliant communications to our Key Accounts, including Health Checks, Responsible Gambling, affordability calls, and other relevant initiatives.
• Collaborate closely with Compliance, Account Services and Customer Support teams to create a positive and secure gambling environment.
• Play a vital role in driving business success by representing the voice of Key Accounts, providing valuable feedback and innovative ideas to enhance the overall customer experience.
• Be working on shifts and during the weekends on a rotation system.

What you’ll bring: 

• Prior work experience in a customer-facing environment. Experience in key customer service will be considered an advantage.
• Native-level proficiency in Spanish. Excellent command of English.
• Commercial acumen, analytical and organisational skills, attention to detail;
• Excellent MS office skills;
• Outstanding written and verbal communication skills;
• Passion for the online gaming industry, either as a customer or through prior work experience in the industry;
• A sense of responsibility, reliability, and a proven ability to work well within a team.

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