Key Account Manager

Kaizen Gaming · website

Remote English B2 16 days ago full-time

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customer serviceaccount managementMicrosoft OfficeCRM tools

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.

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