Key Account Management - Team Lead

Let's start with the role

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

We are looking for 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.

As an Accounting Operations Manager, you will:

• Manage day-to-day operations of the Key Accounts team, coordinating tasks and ensuring timely and efficient execution of daily tasks;
• Deliver a 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 within their respective markets and meet specific KPI targets for the region, including Active customers, Monthly Retention Rate, GGR 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 analyse VIP performance in Betano BR, creating action plans based on key KPIs;
• Approve budget spend for VIP events and gifting;
• Collaborate closely with Compliance, Player Services, Customer Support teams, and other internal departments to enhance day-to-day operations and customer experience;
• Ensure quality control of communication to VIP customers.

What you will bring:

• Bachelor’s Degree;
• Proficiency in English;
• Demonstrated experience in VIP Account Management;
• Strong People Leadership & Coaching;
• Highly motivated and proactive, with a customer-centric approach;
• 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.