The role

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

Key Responsibilities

• 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 high value players 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 VIP, churning, lapsed, returning, big winners, etc.) to drive the growth and activity from the 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 HNW customer potential and onboard 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 Sustainability communication to our players (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 high net worth customer by providing feedback and innovative ideas

Key KPIs

• Retention Rate
• Number of Actives
• Personal Performance

Skills and Experience Required

• Work experience in a customer facing environment, VIP customer as an advantage
• Native level Finnish 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 organization, planning and prioritization 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.

Kindred is an equal opportunities employer committed to employing a diverse workforce and an inclusive culture. As such we oppose all forms of discrimination in the workplace. We create equal opportunities for all our applicants and will treat people equally regardless of and not limited to, gender, age, disability, race, sexual orientation. We are committed not only to our legal obligations but also to the positive promotion that equal opportunities bring to our operations as set out in our sustainability framework. Kindred has an ESG rating of AAA by MCSI.

Job alerts

Not suited to this role but interested in working at Kindred Group?

We are always on the lookout for talented, passionate people to join our global teams so if you'd like us to let you know when suitable jobs come up, please click on “Register for Alerts”.