Key Account Management Team Lead

Let’s Start with the Role

As a Key Account Management Team Lead, your primary responsibility is to oversee the day-to-day operations of the Key Account Management Team and ensure the effectiveness of our KAM strategy, taking into account insights from the Bulgarian market insights and the team's focus on achieving departmental key objectives related to customer retention and loyalty. You’ll focus on driving the team toward achieving departmental objectives related to customer retention and loyalty.

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 your team to achieve our overarching business goals.

As a Key Account Management Team Lead, 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, while promoting a culture of continuous improvement.
• Lead by example, demonstrating motivation, dedication, professionalism, and commitment to achieving high performance and satisfaction levels across all KAM operations and geographical areas.
• 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 Key Accounts performance in all assigned markets, creating action plans based on key KPIs.
• Approve budget spend for Key Accounts’ events and gifting.
• Collaborate closely with Compliance, Player Services, Customer Support, and other internal departments to enhance day-to-day operations and customer experience.
• Ensure quality control of communication to Key Account customers.

What you’ll bring:

• Demonstrated experience in leading roles in Key Account Management.
• Highly motivated and proactive, with a customer-centric approach.
• Strong leadership skills and the ability to build trust.
• Effective task management, prioritization, and a strong sense of ownership and accountability for achieving goals and delivering high-quality customer service.
• 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 professional or an engaged player.