Key Account Manager

Let’s start with the role

The Key Account Manager will oversee the portfolio of high-net-worth customers in the Canadian market, focusing on building relationships with Key Accounts. This role emphasizes enhancing loyalty, delivering personalized and rewarding experiences, all within a sustainable framework. It offers a unique opportunity to engage with high-value customers, providing them a world-class experience while promoting responsible gambling and sustainability.

• Manage the customer portfolio and establish strong personal relationships to foster loyalty, retention, and increased lifetime value by maintaining their customary and sustainable play levels;
• Monitor individual customer performance and ensure timely provision of rewards, both online and offline, aligning with business requirements;
• Deliver top-tier customer service to assigned customers, acting as the primary point of contact through all available channels and for any related issues;
• Proactively target individual customers with appropriate actions at strategic points in their lifecycle (new Key Accounts, churning, lapsed, returning, big winners, etc.) to drive growth and activity;
• Strategically plan and host diverse local or global Key Account events, including hospitality at sporting events, concerts, luxury dinners, and entertainment outings, collaborating with the Hospitality and Sponsorship Team;
• Monitor market-level performance and comprehend emerging trends;
• Initiate campaigns tailored to stimulate activity among assigned Key Accounts, ensuring prompt generation, tracking, and reporting of results;
• Acquire in-depth knowledge of customers (playing behaviors, preferences, dislikes) to build respective strategies;
• Play a vital role in driving business success by representing the voice of Key Accounts and providing valuable feedback and innovative ideas to enhance the overall customer experience.

What you will bring:

• 5+ years in key account management, strategic sales, or complex B2B commercial roles.
• Bachelor's degree in Business Administration, Marketing, Engineering, Economics, or a related field. An MBA or post-graduate degree is a plus.
• Proven experience with cross-functional team or project coordination experience.
• Strong relationship-building skills and a commitment to providing world-class service to our valued customers;
• Advanced or fluent (written and spoken) English skills, especially for global clients.
• Relevant industry experience (e.g. technology, FMCG, healthcare, industrial, logistics, or professional services)