LeoVegas Group Careers

Description

ABOUT THE ROLE:

As a Key Account Manager, you will play a vital role in our Nordic team, fostering lasting relationships with our most valuable customers. Your mission is to enhance loyalty, ensure customer well-being, and deliver an exceptional player experience that supports our commitment to responsible gaming and regulatory compliance.

This is a high-impact, customer-centric role requiring a proactive, relationship-driven mindset. You’ll lead the retention strategy for the Nordic Markets, providing white-glove service to our players and acting as their trusted point of contact, at times beyond standard office hours, including evenings and weekends.

You will also take full ownership of maximising customer satisfaction, loyalty, and lifetime value.

YOU WILL BE RESPONSIBLE FOR:

• Developing and communicating the Key Account retention strategy for Nordic markets, focusing on customer satisfaction and long-term loyalty.
• Building strong relationships with our customers, adhering to relevant procedures and compliance requirements, including professional and timely query handling. This may include occasional out-of-office hours and weekend work.
• Creating, documenting, and maintaining comprehensive player profiles, capturing behaviors, interests, and communication history.
• Develop and manage a VIP bonus strategy to enhance engagement and retention within compliance guidelines.
• Work closely with operational departments and communicate any requirements to high-value customers to ensure smooth processes and compliance.
• Collaborating closely with CRM Managers, supporting CRM tasks as required.
• Ensuring smooth transitions for players moving across segments, optimizing player experience and direct communication processes under KAM responsibility.
• Taking ownership of market-specific KPIs, delivering regular reports and updates, and performing additional tasks as assigned.

OUR SUCCESSFUL CANDIDATE WILL HAVE:

Essential Skills:

• A positive, creative, and data-driven mindset, ready to explore new approaches with a focus on achieving results.
• Strong analytical and investigative abilities.
• A collaborative spirit, eager to share knowledge and learn from colleagues while thriving in a dynamic and creative setting, and capable of working independently when needed.
• Excellent organizational and planning skills, with exceptional attention to detail.
• English speaking proficiency.
• A service-oriented personality with high confidentiality and discretion, committed to delivering the best possible experience to our players.

Nice to Have Skills:

• Previous experience in a Key Account Management or similar role.
• Additional language skills are a plus.