Key Account Management Manager

Let’s start with the role

As the Key Account Management - Manager, your primary responsibility is to oversee the day-to-day operations of the Key Account Management Team and ensure the effectiveness of our Key Account Management (KAM) approach, considering Brazil’s market insights and the team's focus on achieving departmental key objectives related to customer retention and loyalty. You will be responsible for ensuring the team members' high performance, development, and mentoring. 

We seek a results-driven individual with strong business acumen, resilience, acute attention to detail, and excellent interpersonal skills. Your true passion should lie in leading, driving results, and engaging the team to achieve our overarching business goals.

• Manage day-to-day operations of the Key Accounts team, coordinating tasks and ensuring timely and efficient execution of daily tasks;
• Deliver superb and proactive service, providing an exceptional gaming experience to our Key Accounts, to enhance customer retention and satisfaction;
• Ensure high performance in the Key Account (KA) segment and meet specific KPI targets (Active customers, Monthly Retention Rate, and the Generosity levels);
• Manage and develop the Key Account Managers and Key Account Executives, focusing on their personal performance, onboarding, training, and mentoring. Promote a culture of continuous improvement;
• Lead by example, demonstrating motivation, dedication, professionalism, and commitment to achieving high performance and satisfaction levels in all aspects of KAM operations, across different geographical locations;
• Act as the first point of contact for escalations from KAM team members and support departments, proactively offering advice and solutions to ensure effective resolution;
• Identify potential issues with high net worth customers and internal processes and communicate them to relevant stakeholders to improve daily operations and customer experience;
• Develop workflows and processes within the team, monitor the quality and policy adherence, and assess the efficiency of services delivered by the team;
• Monitor and analyze VIP performance in all assigned markets, creating action plans based on key KPIs;
• Ensure quality control of communication to Key Account customers;
• Approve budget spending for Key Account events and gifting;
• Collaborate closely with Compliance, Player Services, Customer Support teams, and other internal departments to enhance day-to-day operations.

What you will bring:

• Bachelor’s and/ or Master's Degree in Marketing/Business Administration/Management or other relevant fields;
• Demonstrated experience in KAM.
• Native Portuguese speaker and excellent command of English;
• Highly motivated and proactive, with a customer-centric approach;
• Strong leadership skills and the ability to build trust;
• Effective task management, prioritization, and a strong sense of ownership and accountability for achieving goals and delivering high-quality customer service;
• Ability to work under pressure and take accountability for team members' actions and communication;
• Commitment to providing world-class service to valuable customers;
• Excellent organization, planning, and prioritization skills, with a keen eye for detail;
• Data-focused, ROI-driven, with strong analysis and reporting skills;
• Strong product knowledge and a genuine passion for the online gaming industry, either as a customer or through work experience in the industry.