Key Responsibilities

• Manage the portfolio of the customers and personally build strong relationships with them to reach their loyalty and retention and increase their lifetime value by maintaining their usual and sustainable level of play.
• Monitor individual customer performance and ensure that online and offline rewards are offered following business requirements.
• Handle customers' day-to-day queries and complaints, including out of regular office hours, to provide the customer with personal and ‘competition beating' service.
• Ensure that the individual customers are proactively targeted with the right action at the right time in their lifecycle (new customers, churning, lapsed, returning, big winners, etc.) to drive the growth and activity from high value players.
• Monitor the performance on the market level, and understand and act upon trends.
• Initiate campaigns that drive activity for high net worth customers, ensure they are generated promptly, and results are monitored and reported.
• Monitor the customer base for new high-value customer potential and onboard the customers accordingly.
• Acquire knowledge of customers, build profiles including playing behaviors, likes, and dislikes, and use this information to offer the most personal and relevant service.
• Work alongside Marketing and Events teams to plan and execute events; entertain and host customers at various local and global events; coordinate gift drops for the customers.
• Keep a player sustainability mindset and act as a trust and responsible gambling ambassador.
• Ensure the Player Risk communication to our valuable players (Responsible Gambling, affordability calls, etc.) is executed promptly following the business requirements.
• Collaborate closely with Player Risk, Payments, and Customer Support teams to ensure a positive and safe gambling experience.
• Drive business success and act as the voice of high-value customers by providing feedback and innovative ideas.

Key KPIs

• Retention rate
• CSAT
• Actives
• Regular performance reviews with line manager
• OKR's and Team KPIs
• Acting in line with Kindred Group values
• Successful completion of all relevant training and compliance activities that support Kindred's sustainable and responsible growth

Skills and Experience Required

• Native level Finnish speaker.
• Work experience in a customer-facing environment, with high-value customers as an advantage.
• Strong relationship-building skills and building trust; solid social and people skills.
• Sound commercial acumen, an understanding of ROI, and an analytical approach.
• Excellent organization, planning, and prioritization skills, with strong attention to detail.
• Excellent written and verbal communication skills.
• Able to work autonomously and to tight deadlines, effectively prioritize and deliver to a high standard under pressure.
• Commitment to providing world-class service to valuable customers.
• Have a genuine passion for the online gaming industry, either as a customer or through work experience in the industry.
• Responsible and reliable, excellent team player.
• Be presentable, willing to travel, and work outside regular office hours