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Overview
Join Kaizen Gaming as a Key Account Manager to manage high-value customer relationships in Germany, leveraging your passion for sports and customer service skills to drive loyalty and business growth. We are Kaizen Gaming, the team powering Betano, one of the biggest GameTech companies in the world, operating in 20 markets. We always aim to leverage cutting-edge technology, providing the best experience to our millions of customers who trust us for their entertainment. We are a diverse team of more than 2,700 Kaizeners, from 40+ nationalities spreading across 3 continents. Our #oneteam is proud to be among the Best Workplaces in Europe and certified Great Place to Work across our offices.
What you'll do
- •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 a minimum of 2–3 times per month 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 requirements.
- •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.