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Account Manager Belgium

 

About the role

 

The Account Manager will manage the portfolio of the high net worth customers in the Belgium market. With native level of Flemish language, the ideal candidate will be looking to build relationships with high value customers, increase their loyalty and provide our customers with the most relevant, personalised and rewarding experience, in a sustainable way.

 

What you will be doing?

  • Manage the portfolio of the customers and personally build strong relationships with them to reach their loyalty, retention and increase their lifetime value by maintaining their usual and sustainable level of play
  • Monitor individual customer performance and ensure that rewards, both online and offline, are offered in accordance with business requirements
  • Handle customers' day to day queries and complaints, including out of normal office hours, in order to provide the customers 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 high value customer, churning, lapsed, returning, big winners, etc.) to drive the growth and activity from high net-worth customers
  • Monitor the performance on the market level, understand and act upon trends
  • Initiate campaigns that will drive activity for high net worth customers, ensure that they are generated in a timely manner, results monitored and reported
  • Monitor the customer base for new high value customer potential and on-board the customers accordingly
  • Acquire knowledge of customers, build profiles including playing behaviors, likes and dislikes and make use of 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
  • Always keep a player sustainability mindset and act as trust and responsible gambling ambassador
  • Ensure the Player Sustainabilitycommunication to our high value customers (Responsible Gambling, affordability calls, etc.) is executed in a timely manner in accordance with the business requirements
  • Collaborate closely with Player Sustainability, Payments and Customer Support teams to ensure a positive and safe gambling experience
  • Drive business success and act as the voice of the customer by providing feedback and innovative ideas

 

How will success be measured in this role?

  • Retention Rate
  • Number of Actives
  • Reported Gross Win
  • Personal Performance

 

What you will need?

  • Work experience in a customer facing environment, high value customer as an advantage
  • Native level Flemish speaker
  • Proficiency in French consider as advantage
  • Strong relationship building skills and the ability to build trust; strong social and people skills
  • Sound commercial acumen, understanding of ROI and an analytical approach
  • Great organisation, planning and prioritisation skills, with strong attention to detail
  • Excellent written and verbal communication skills
  • 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 of normal office hours

 

Application process

Click on the "Apply Now" button and complete the short web form. Please add a covering letter in English to let us know your motivation for applying and your salary expectation. Our Talent Acquisition team will be in touch soon.

 

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Location
Antwerp, Belgium
Frankrijklei 37 box 7 , Antwerp, Belgium, 2018
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  • Reference Number:
    MAR0236
  • Office:
    Antwerp, Belgium
  • Type of Employment:
    Full time permanent
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Wellbeing Allowance
Private Medical
Refunded Travel
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