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Account Manager Denmark

 

About the role

 

The Account Manager will manage the portfolio of the high value customers in the Danish market. With native level Danish language, the ideal candidate will be looking to build relationships with these 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 loyal 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 them 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, churning, lapsed, returning, big winners, etc.) to drive the growth and activity from high value customers
  • Monitor the performance on the market level, understand and act upon trends
  • Initiate campaigns that will drive activity for high value customers, ensure that they are generated in a timely manner, results monitored and reported
  • Monitor the customer base for new customer potential and onboard the customers accordingly
  • Acquire knowledge of customers, build profiles including playing behaviours, 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 Sustainability communication 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 customer by providing feedback and innovative ideas

 

How will success be measured in this role?

  • Retention Rate
  • Number of Actives
  • Reported Gross Win
  • Regular performance reviews with your line manager
  • OKR's and Team KPIs
  • Acting in line with Kindred Group values
  • Successful completion of all relevant training and other compliance activities that support Kindred's sustainable and responsible growth

 

What you will need?

  • Work experience in a customer facing environment, high value customer as an advantage
  • Native level Danish speaker
  • 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
Denmark
Hauser Plads 10, Kobenhavn , Denmark, 2-1127
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  • Office:
    Denmark
  • Type of Employment:
    Full Time Permanent
  • Reference Number:
    MAR0163
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