The role

The Account Manager will manage the portfolio of the high net worth customers in the Swedish market. With native level of Swedish 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 do

• 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 a sustainable level of play
• 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
• 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
• 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 the customer by providing feedback and innovative ideas

How will success be measured in this role

• Number of actives
• Reported gross win
• Retention rate
• Personal performance
• Regular performance reviews with your line manager
• 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

Your experience

• Native level Swedish speaker
• Work experience in a customer facing environment, high value customer as an 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.

Due to the particular times we are facing and in order to protect our candidates and interviewers health and well being, all interviews will be held through video conference.

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.

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