Key Account Management Team Leader

We are Kaizen Gaming

Kaizen Gaming is the leading GameTech company in Greece and one of the fastest-growing in the world, operating in 14 markets with two brands, Betano & Stoiximan. Our aim is to leverage cutting-edge Technology in order to provide the optimum experience to those who trust us for their entertainment.

We are a diverse team of more than 2.000 Kaizeners that represent 35+ nationalities and we play as One Team. We take pride in being among the best workplaces in Europe and you will discover why from day one.

Let’s talk about the role

As a Key Account Management Team Leader, you will be responsible for managing the day-to-day operations of the Key Account Managers and overseeing the efficiency of the KAM approach considering the local insights of the Portuguese market and focus of the team in achieving the departmental Key Objectives through retention and loyalty. 

You'll be making sure that the team is efficiently handling their tasks on a daily basis according to the KPIs set out by you and the Manager Key Account Management. 
You are a doer, business-minded, resilient, with a keen eye for detail & solid interpersonal skills. Your true passion lies in leading & driving results whilst getting the team engaged & delivering the overarching business goals!

Responsibilities

• Drive Key Accounts activity by managing the flow of day-to-day operations;
• Coordinate tasks and be on top of things within the team to ensure timely and efficient execution of needed updates;
• Ensure the delivery of superb and highly proactive customer service to our high-value members across all statuses and help enhance customer retention;
• Develop workflows and processes within the team and monitor the quality, policy adherence and efficiency of services delivered by the team;
• Coach the team to ensure excellent service and relationship building whilst a sales approach is maintained.
• Drive a culture for continuous improvement;
• Monitor and analyze the KAM performance in all assigned markets and report on trends and actions to Regional Key Account Manager Manager. Delivery of specific KPI targets for the region – active customers, retention and RGW;
• Propose actions and take responsibility for training, personal and professional development of team members and monitoring progress via 1-2-1, QA and APR reporting. Identify current and potential problems and determine the best solution, involving and/or managing the people and resources required;
• Participate in recruitment efforts and put together a training plan for the new recruits;
• Evaluate and track the competitive landscape in each market to understand the risks and opportunities;
• First point of contact for escalations from VIP Account Managers and support departments, proactively offering advice & sourcing solutions to ensure effective resolution.
  
  

Requirements

• At least 2 years in a lead customer operations role in the iGaming industry & willingness to grow in this direction; 
• Previous Team Leader/Managerial experience; 
• Lead by example, showing motivation, dedication, professionalism and commitment to achieving high performance and high satisfaction levels;
• Love for numbers & knowledge of Ms Office and preferably Excel and PowerPoint combined, to give you great analytical skills;
• Organization is key, meaning you can multitask, prioritize & manage expectations all in the same day;
• Know how to communicate & adjust your approach with different kinds of people, both internally & externally; 
• Target-oriented - hitting those goals, numbers & objectives is what gets you up in the morning;
• Excellent attention to detail and problem-solving skills, high level of trust, as well as reasoning and analytical ability; 
• Excellent communication in English and Portuguese.

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