Key Account Manager

Let's start with the role

We’re looking for a dedicated Key Account Manager to join our team and play a vital role in managing high-value players. In this role, you’ll combine strategic thinking with top-tier service to deliver personalized experiences, drive customer loyalty, and contribute to business growth in a fast-paced, exciting environment.

• Manage a portfolio of customers, building strong personal relationships to drive loyalty, retention, and long-term value by maintaining their consistent and sustainable play levels;
• Monitor individual customer performance and ensure rewards—both online and offline— are delivered promptly and in line with business requirements; 
• Deliver top-tier customer service to assigned customers, acting as the primary point of contact across all available channels and addressing any related issues;
• Proactively target individual customers with appropriate actions at key stages of  their lifecycle (e.g., new Key Accounts, churning, lapsed, returning, big winners) to drive growth and activity;
• Strategically plan and host a variety of local or global Key Account events, including hospitality at sporting events, concerts, luxury dinners, and entertainment outings, in collaboration with the Hospitality and Sponsorship Team;
• Monitor market-level performance and stay up to date with emerging trends;  
• Initiate campaigns tailored to drive activity among assigned Key Accounts, ensuring prompt execution, tracking, and reporting of results;
• Acquire in-depth knowledge of customers (playing behaviours, preferences, dislikes) to develop relevant strategies;
• Play a vital role in driving business success by representing the voice of Key Accounts and providing valuable feedback and innovative ideas to enhance the overall customer experience.

What you will bring:

• Bachelor’s and/ or Master's Degree in Marketing/Business Administration/Management or other relevant fields;
• Experience in a customer-facing role. Key customer management will be considered a plus;
• Native Romanian Speaker with excellent command of English;
• Strong relationship-building skills and a dedication to delivering world-class service to our valued customers;
• Commercial acumen, analytical thinking, strong organizational skills and attention to detail;
• Proficiency in Microsoft Office;
• Outstanding written and verbal communication skills;
• Passion for the online gaming industry, either as a customer or through previous professional experience;
• A strong sense of responsibility, reliability, and a proven ability to work effectively within a team;
• Professional appearance, and a willingness to travel and work outside of regular office hours.