Key Account Manager

About the role

This Key Account Manager role is centered on nurturing relationships with high-value customers for Betano, Kaizen Gaming's flagship brand. The position involves serving as the primary contact for these key accounts, providing proactive and responsive support across various channels, and ensuring customer loyalty and retention. A significant aspect of the role is meeting customers in person multiple times a month to deliver white-glove service and support local events, requiring a candidate based in Germany.

The successful candidate will be responsible for monitoring customer performance, delivering personalized rewards, and planning local and international events in collaboration with other teams. This includes executing targeted campaigns based on customer lifecycle stages and maintaining detailed customer profiles to inform service strategies. The role demands an understanding of playing behaviors and preferences to tailor service effectively.

Collaboration with internal teams such as Compliance, Ethics, and Customer Support is essential to ensure a secure and sustainable player environment, particularly concerning Responsible Gambling and compliance communications. The role also involves providing customer feedback to internal teams to contribute to product and service innovation, and monitoring market trends to inform strategy.

Skills that matter here

• customer service: This role requires delivering top-tier, proactive, and responsive support to high-value customers, often outside regular office hours.
• account management: The core function involves managing and growing a portfolio of high-value customers, building strong personal relationships to drive loyalty and retention.
• Microsoft Office: Proficiency in Microsoft Office is needed for general administrative tasks, reporting, and communication.
• CRM tools: CRM tools will be used to maintain in-depth customer profiles and track interactions and preferences for personalized service strategies.

Who this role suits

• A relationship builder who thrives on direct interaction and can establish trust quickly with high-value clients.
• An organized and detail-oriented individual capable of managing multiple priorities and planning complex events.
• Someone with commercial acumen who understands ROI and key performance metrics in a customer-facing context.
• A proactive and independent worker who is comfortable with a fast-paced environment and occasional work outside standard hours.

From the employer

• 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.

• Native-level German speaker, with excellent command of English.
• Based in Germany, preferably in the Munich area, with flexibility for a minimum of 2–3 in-person meetings or events per month, as planned.
• Experience in a customer-facing role, ideally in account management or a similar function.
• Experience in iGaming is a strong plus.
• Strong interpersonal skills, with the ability to build trust and rapport quickly.
• Excellent organizational and planning abilities, with strong attention to detail and the ability to manage multiple priorities.
• Commercial acumen and an analytical mindset, including an understanding of ROI and key performance metrics.
• Proficiency in Microsoft Office and CRM tools.
• A proactive, hands-on approach and the ability to work independently in a fast-paced environment.
• Passion for sports and a deep understanding of German cultural and entertainment trends.
• A collaborative, team-oriented mindset with a high sense of responsibility and professionalism.
• Willingness to travel and occasionally work outside of standard business hours to meet customer needs.