Overview of the Role:
The Account Management department aims to acquire and retain clients in our high valued segments. As an Account Manager you will handle our client portfolio whom you hold the overall responsibility to grow and retain.
Retention strategy is to keep close contact with current customer base and incentivise them by offering customer service beyond what is expected, e.g. escalating issues, issuing bonuses, customizing offers/arrangements, host events etc. In addition, the role involves thorough client analysis, improvements in ways of working, both internally and towards clients, to ensure the business revenue from each client is optimized.
Participating in marketing and development projects such as seasonal/recurring promotions, product rebranding, process improvements and development of user experience is expected, while ensuring all projects are executed effectively and align with our strategic goals.
If you’re a team player with strong social skills combined with analytical talent and solid business acumen, we’d love to hear from you!
Primary Tasks & Responsibilities:
* Daily contact with designated client portfolios through different channels, e.g. Telegram, WhatsApp, Zendesk & e-mail.
* Drive main KPIs of the team; turnover, deposits, player activity, revenue optimisation and bonus management;
* Follow customer segments and movements within;
* Bonus management aligning with overall team KPIs;
* Data driven player migration between our platforms to optimize revenue;
* Ticket escalations;
* Follow up on customer feedback;
* Plan, execute and evaluate targeted promotional campaigns;
* Plan and host customer events, some traveling is expected;
* Collaborate with other departments, e.g. risk, operations, trading, marketing, CRM, external partners, etc. and work on further improvements;
Required Qualifications & Skills:
* Experience in the iGaming, sportsbook background, is preferable and will be considered an advantage;
* Fluency in both written and spoken English is essential;
* Proficient in data analysis to derive valuable insights and make informed decisions;
* Customer-focused individual experienced in client relations or account management;
* Strong communication skills, negotiation and relationship-building skills;
* Highly motivated with a proactive, hands-on attitude;
* Willingness to travel and attend events;
Company Culture & Benefits:
* Hybrid working model;
* Wellbeing Allowance;
* Comprehensive Private Health Insurance;
* Open and collaborative work environment;
* International team with opportunities for learning and skill development;
* Team-building activities and office events;