Let’s start with the role
As Head of Key Account Management, you will drive Sportsbook & Gaming revenues across all markets by leading a VIP 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.