Key Account Manager

Kaizen Gaming•Toronto, ON

19d•Hybrid

About The Position

The Key Account Manager will oversee the portfolio of high-net-worth customers in the Canadian market, focusing on building relationships with Key Accounts. This role emphasizes enhancing loyalty, delivering personalized and rewarding experiences, all within a sustainable framework. It offers a unique opportunity to engage with high-value customers, providing them a world-class experience while promoting responsible gambling and sustainability.

Requirements

Bachelor’s and/ or Master's Degree in Marketing/Business Administration/Management or other relevant fields.
Work experience in a customer-facing environment.
Excellent command of English.
Strong relationship-building skills and a commitment to providing world-class service to our valued customers.
Commercial acumen, analytical and organizational skills, attention to detail.
Excellent MS office skills.
Outstanding written and verbal communication skills.
Passion for the online gaming industry, either as a customer or through prior 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.

Nice To Haves

Key customer management will be considered a plus.
Availability for international travel and mobility is considered a plus.

Responsibilities

Manage the customer portfolio and establish strong personal relationships to foster loyalty, retention, and increased lifetime value by maintaining their customary and sustainable play levels.
Monitor individual customer performance and ensure timely provision of rewards, both online and offline, aligning with business requirements.
Deliver top-tier customer service to assigned customers, acting as the primary point of contact through all available channels and for any related issues.
Proactively target individual customers with appropriate actions at strategic points in their lifecycle (new Key Accounts, churning, lapsed, returning, big winners, etc.) to drive growth and activity.
Strategically plan and host diverse local or global Key Account events, collaborating with the Hospitality and Sponsorship Team, including hospitality at sporting events, concerts, luxury dinners, and entertainment outings, collaborating with the Hospitality and Sponsorship Team.
Monitor market-level performance and comprehend emerging trends.
Initiate campaigns tailored to stimulate activity among assigned Key Accounts, ensuring prompt generation, tracking, and reporting of results.
Acquire in-depth knowledge of customers (playing behaviors, preferences, dislikes) to build respective 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.