Let’s start with the role

As a Key Account Management Team Leader, you will be responsible for managing the day-to-day operations of the Key Account Managers and overseeing the efficiency of the Key Account Management approach while considering the local insights of the Latin American and Canadian market and focusing on the team in achieving the departmental Key Objectives through retention and loyalty. 

You'll be making sure that the team is efficiently handling their tasks on a daily basis according to the KPIs set out by you and the Manager of the Key Account Management.

You are a doer, business-minded and resilient, with a keen eye for detail & solid interpersonal skills. Your true passion lies in leading & driving results whilst getting the team engaged & delivering the overarching business goals! 

• Drive Key Accounts activity by managing the flow of day-to-day operations; 
• Coordinate tasks and be on top of things within the team to ensure timely and efficient execution of needed updates; 
• Ensure the delivery of excellent customer service to our high-value members across all statuses and help enhance customer retention;
• Develop workflows and processes within the team and monitor the quality, policy adherence and efficiency of services delivered by the team; 
• Coach the team to ensure excellent service and relationship building whilst a sales approach is maintained; 
• Drive a culture for continuous improvement; Regular reporting of agreed KPIs to the Manager of the Key Account Management; 
• Take an active part in planning and implementing future department strategies to continually improve the KPIs; 
• Propose actions and take responsibility for training, personal and professional development of team members, and monitor progress via 1-2-1, QA, and APR reporting; 
• Identify current and potential problems and determine the best solution, involving and/or managing the people and resources required; 
• Participate in recruitment efforts and put together a training plan for the new recruits.
  
  

What you will bring:

• At least 2 years in a lead customer operations role in the iGaming industry & willingness to grow in this direction; 
• Previous Team Leader/Managerial experience; 
• Lead by example, showing motivation, dedication, professionalism and commitment to achieving high performance and high satisfaction levels;
• Love for numbers & knowledge of MS Office and preferably Excel and PowerPoint combined, to give you great analytical skills;
• Organization is key, meaning you can multitask, prioritize & manage expectations all in the same day;
• Know how to communicate & adjust your approach with different kinds of people, both internally & externally; 
• Target-oriented - hitting those goals, numbers & objectives is what gets you up in the morning;
• Excellent attention to detail and problem-solving skills, high level of trust, as well as reasoning and analytical ability; 
• Native Spanish speaker and excellent command of English.
  
  

Kaizen Gaming Perks

🕑 Hybrid way of working;
🏃 A buddy will support you with your onboarding;
💸 Competitive pay and bonus scheme;
👩‍⚕️ Private health insurance for you and your family;
💰 Monthly meal allowance;
⭐Developmental 360° feedback framework;
📚 Unlimited access to Udemy & continuous training.

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