Key Account Management - Team Lead

We are Kaizen Gaming

Kaizen Gaming, the team powering Betano, is one of the biggest GameTech companies in the world, operating in 20 markets. We always aim to leverage cutting-edge technology, providing the best experience to our millions of customers who trust us for their entertainment.

We are a diverse team of more than 2.700 Kaizeners, from 40+ nationalities spreading across 3 continents. 

Our #oneteam is proud to be among the Best Workplaces in Europe and certified Great Place to Work across our offices. Here, there’ll be no average day for you. Ready to Press Play on Potential?

Let's start with the role

As a Key Account Management Team Leader, your primary responsibility is to oversee the day-to-day operations of the Key Account Management Team and ensure the effectiveness of our KAM approach, considering Betano BR market insights and the team's focus on achieving departmental key objectives related to customer retention and loyalty. You will be responsible for ensuring high performance of the team members, their development and mentoring. 

We are looking for a results-driven individual with strong business acumen, resilience, acute attention to detail, and excellent interpersonal skills. Your true passion should lie in leading, driving results, and engaging the team to achieve our overarching business goals.

As an Accounting Operations Manager, you will:

• Manage day-to-day operations of the Key Accounts team, coordinating tasks and ensuring timely and efficient execution of daily tasks;
• Deliver a superb and proactive service, providing an exceptional gaming experience to our Key Accounts to enhance customer retention and satisfaction;
• Ensure high performance in the Key Account (KA) segment within their respective markets and meet specific KPI targets for the region, including Active customers, Monthly Retention Rate, GGR and the Generosity levels;
• Manage and develop the Key Account Managers and Key Account Executives, focusing on their personal performance, onboarding, training, and mentoring. Promote a culture of continuous improvement;
• Lead by example, demonstrating motivation, dedication, professionalism, and commitment to achieving high performance and satisfaction levels in all aspects of KAM operations, across different geographical locations;
• Act as the first point of contact for escalations from KAM team members and support departments, proactively offering advice and solutions to ensure effective resolution;
• Identify potential issues with high net worth customers and internal processes, and communicate them to relevant stakeholders to improve daily operations and customer experience;
• Develop workflows and processes within the team, monitor the quality and policy adherence, and assess the efficiency of services delivered by the team;
• Monitor and analyse VIP performance in Betano BR, creating action plans based on key KPIs;
• Approve budget spend for VIP events and gifting;
• Collaborate closely with Compliance, Player Services, Customer Support teams, and other internal departments to enhance day-to-day operations and customer experience;
• Ensure quality control of communication to VIP customers.

What you will bring:

• Bachelor’s Degree;
• Proficiency in English;
• Demonstrated experience in VIP Account Management;
• Strong People Leadership & Coaching;
• Highly motivated and proactive, with a customer-centric approach;
• Ability to work under pressure and take accountability for team members' actions and communication;
• Commitment to providing world-class service to valuable customers.
• Excellent organization, planning, and prioritization skills, with a keen eye for detail.
• Data-focused, ROI-driven, with strong analysis and reporting skills.
• Strong product knowledge and a genuine passion for the online gaming industry, either as a customer or through work experience in the industry.

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 
• 🚗 Commuting allowance
• 🤸 Multi-sport card
• ⭐Developmental 360° feedback framework
• 📚 Unlimited access to Udemy & continuous training
• 👨‍👩‍👧‍👦 Family Support
• #LI-Hybrid
• #LI-CR1

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We are an equal opportunity employer committed to fostering a diverse and inclusive workplace. We welcome applications from individuals of all backgrounds, regardless of race, gender, religion, sexual orientation,or age.