Account Manager (Danish Speaker)

Let’s start with the role

The Account Manager will oversee a portfolio of customers in the Danish market, focusing on building relationships with our customers, enhancing their loyalty, and delivering a personalised, rewarding experience in a sustainable way. This role offers a unique opportunity to engage with customers and provide them with a world-class experience while promoting responsible gambling and sustainability.

• Manage the customer portfolio and build strong relationships to drive retention and increase lifetime value by maintaining their customary and sustainable play levels;
• Serve as the primary point of contact for incoming communications from assigned accounts across all available channels;
• Provide top-tier customer service to assigned customers by addressing their inquiries, issues, and complaints, even outside regular office hours, to deliver a personalised and exceptional service;
• Monitor market-level performance, identify emerging trends, and take appropriate action;
• Initiate campaigns designed to stimulate the activity, ensuring they are launched promptly and their results are tracked and reported;
• Develop an in-depth understanding of customers, create comprehensive profiles that include playing behaviours, preferences, and dislikes, and utilise this information to deliver a highly personalised and relevant service;
• Maintain a steadfast commitment to player sustainability and act as a trusted ambassador for responsible gambling;
• Ensure the timely and accurate execution of Compliance communications to our customers, including Health Checks, Responsible Gambling, affordability/care calls, and other relevant initiatives, in alignment with business requirements;
• Collaborate closely with Compliance, Account Services, and Customer Support teams to create a positive and secure gambling environment;
• Play a vital role in driving business success by representing the voice of our customers, providing valuable feedback and contributing innovative ideas to enhance the overall customer experience.

What you’ll bring:

• Prior work experience in a customer-facing role, with experience in Account Management, is considered an advantage;
• Native-level proficiency in Danish, excellent command of English;
• Strong relationship-building skills, with the ability to instill trust and excellent interpersonal skills;
• Solid commercial acumen, a deep understanding of Return on Investment (ROI), and an analytical mindset;
• Exceptional organisational, planning, and prioritisation skills, with keen attention to detail.
• Proficiency in MS office;
• Outstanding written and verbal communication skills;
• The ability to work independently and meet tight deadlines while effectively prioritising tasks and delivering to a high standard, even under pressure;
• A strong commitment to delivering world-class service to our valued customers;
• A genuine passion for the online gaming industry, either as a customer or through previous work experience in the industry;
• A sense of responsibility, reliability, and a proven ability to work well within a team;
• Professional appearance and a willingness to travel and work outside of regular office hours.