Let’s start with the role

The Key Account Manager will oversee a portfolio of customers in the Danish market, focusing on building relationships with our customers, enhancing their loyalty, and delivering a personalised, rewarding experience in a sustainable way. This role offers a unique opportunity to engage with customers and provide them with a world-class experience while promoting responsible gambling and sustainability.

• Manage the customer portfolio and build strong relationships to drive retention and increase lifetime value by maintaining their customary and sustainable play levels;
• Serve as the primary point of contact for incoming communications from assigned accounts across all available channels;
• Provide top-tier customer service to assigned customers by addressing their inquiries, issues, and complaints, even outside regular office hours, to deliver a personalised and exceptional service;
• Monitor market-level performance, identify emerging trends, and take appropriate action;
• Initiate campaigns designed to stimulate the activity, ensuring they are launched promptly and their results are tracked and reported;
• Develop an in-depth understanding of customers, create comprehensive profiles that include playing behaviours, preferences, and dislikes, and utilise this information to deliver a highly personalised and relevant service;
• Maintain a steadfast commitment to player sustainability and act as a trusted ambassador for responsible gambling;
• Ensure the timely and accurate execution of Compliance communications to our customers, including Health Checks, Responsible Gambling, affordability/care calls, and other relevant initiatives, in alignment with business requirements;
• 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 our customers, providing valuable feedback and contributing innovative ideas to enhance the overall customer experience.

What you’ll bring:

• Prior work experience in a customer-facing role, with experience in Account Management, is considered an advantage;
• Native-level proficiency in Danish
• Strong relationship-building skills, with the ability to instill trust and excellent interpersonal skills;
• Solid commercial acumen, a deep understanding of Return on Investment (ROI), and an analytical mindset;
• Exceptional organisational, planning, and prioritisation skills, with keen attention to detail.
• Proficiency in MS office;
• Outstanding written and verbal communication skills;
• The ability to work independently and meet tight deadlines while effectively prioritising tasks and delivering to a high standard, even under pressure;
• A strong commitment to delivering world-class service to our valued customers;
• A genuine passion for the online gaming industry, either as a customer or through previous work experience in the industry;
• A sense of responsibility, reliability, and a proven ability to work well within a team;
• Professional appearance and a willingness to travel and work outside of regular office hours.
  
  

We look forward to welcoming a dynamic and dedicated individual to our team who shares our commitment to excellence and customer satisfaction. If you meet the qualifications and are eager to be part of an exciting industry, we encourage you to apply for this role.

 

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 
• 🚗 Commuting allowance
• ⭐Developmental 360° feedback framework
• 📚 Unlimited access to Udemy & continuous training

 

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