Key Account Manager

Let’s start with the role

We’re looking for a dedicated and passionate Key Account Manager to join our international team and take ownership of our high-value customer portfolio in the Czech market. This hybrid role is ideal for someone based in or near Prague, as it involves regular office presence and in-person meetings and events with top-tier customers throughout the country or within Europe.

You’ll combine strategic thinking with exceptional customer service to deliver personalized, world-class experiences, driving loyalty and sustainable business growth. A strong passion for sports and local culture, combined with flexibility to travel, is key to succeeding in this role.

• Manage and grow a portfolio of high-value customers, building strong personal relationships that drive loyalty, retention, and long-term value.
• Serve as the main point of contact for key accounts across multiple channels, providing proactive, responsive, and top-tier support, even outside regular office hours when necessary.
• Meet in person with Key customers on a regular basis to strengthen relationships, deliver white-glove service, and support local events or campaigns.
• Monitor customer performance and deliver rewards (online or offline) in a timely and personalized manner, aligned with business and compliance standards.
• Strategically plan and host local and international events (e.g., sports, concerts, hospitality experiences), in collaboration with Hospitality and Sponsorship teams.
• Execute targeted campaigns based on customer lifecycle stage (new, churning, returning, etc.) and track/report results.
• Maintain in-depth customer profiles, understanding playing behaviors, preferences, and concerns to shape personalized service strategies.
• Monitor market trends and local preferences to identify opportunities and inform internal strategy.
• Provide actionable feedback to internal teams by representing the voice of the customer and contributing to product and service innovation.
• Ensure all Responsible Gambling and Compliance communications are executed appropriately (e.g., affordability reviews, health checks).
• Collaborate with cross-functional teams (Compliance, Ethics, Customer Support) to ensure a secure, sustainable player environment.

What You’ll Bring

• Bachelor’s and/ or Master's Degree in Marketing/Business Administration/Management or other relevant fields;
• Native-level Czech, with excellent written and verbal command of English.
• Experience in a customer-facing role, ideally in account management or a similar function. Experience in iGaming is a strong plus.
• Strong interpersonal skills, with the ability to build trust and rapport quickly.
• Excellent organizational and planning abilities, with strong attention to detail and the ability to manage multiple priorities.
• Commercial mindset and strong analytical thinking, including an understanding of ROI and key performance metrics.
• Proficiency in Microsoft Office and CRM tools.
• A proactive, hands-on approach and the ability to work independently in a fast-paced environment.
• Passion for sports and Czech entertainment culture, with a good understanding of customer motivations.
• A collaborative, team-oriented mindset with a high sense of responsibility and professionalism.
• Willingness to travel and occasionally work outside of standard business hours to meet customer needs.