Key Account Manager
Kaizen Gaming is looking for a dedicated and passionate Key Account Manager to join its international team and take ownership of a high-value customer portfolio in Germany. This fully remote role is ideal for someone based in the broader Munich area, as it includes regular in-person meetings and events with top-tier customers.
The role requires a combination of strategic thinking and exceptional customer service to deliver personalised, world-class experiences that drive loyalty and sustainable business growth. A strong passion for sports and local culture, combined with the flexibility to travel, is essential for success in this position.
- Manage and grow a portfolio of high-value customers, building strong personal relationships that drive loyalty, retention, and long-term value.
- Serve as the main point of contact for Key Accounts across multiple channels, providing proactive, responsive, and top-tier support, even outside regular office hours when necessary.
- Meet in person with Key customers a minimum of 2–3 times per month to strengthen relationships, deliver white-glove service, and support local events or campaigns.
- Monitor customer performance and deliver rewards (online or offline) in a timely and personalised manner, aligned with business and compliance requirements.
- Strategically plan and host local and international events (e.g., sports, concerts, hospitality experiences), in collaboration with Hospitality and Sponsorship teams.
- Execute targeted campaigns based on customer lifecycle stage (new, churning, returning, etc.) and track/report results.
- Maintain in-depth customer profiles, understanding playing behaviours, preferences, and concerns to shape personalised service strategies.
- Monitor market trends and local preferences to identify opportunities and inform internal strategy.
- Provide actionable feedback to internal teams by representing the voice of the customer and contributing to product and service innovation.
- Ensure all Responsible Gambling and Compliance communications are executed appropriately (e.g., affordability reviews, health checks).
- Collaborate with cross-functional teams (Compliance, Ethics, Customer Support) to ensure a secure, sustainable player environment.
- Native-level German speaker, with excellent command of English. (required)
- Based in Germany, preferably in the Munich area, with flexibility for a minimum of 2–3 in-person meetings or events per month, as planned. (required)
- Experience in a customer-facing role, ideally in account management or a similar function. (required)
- Experience in iGaming is a strong plus. (preferred)
- Strong interpersonal skills, with the ability to build trust and rapport quickly. (required)
- Excellent organisational and planning abilities, with strong attention to detail and the ability to manage multiple priorities. (required)
- Commercial acumen and an analytical mindset, including an understanding of ROI and key performance metrics. (required)
- Proficiency in Microsoft Office and CRM tools. (required)
- A proactive, hands-on approach and the ability to work independently in a fast-paced environment. (required)
- Passion for sports and a deep understanding of German cultural and entertainment trends. (required)
- A collaborative, team-oriented mindset with a high sense of responsibility and professionalism. (required)
- Willingness to travel and occasionally work outside of standard business hours to meet customer needs. (required)
Kaizen Gaming is one of Europe's fastest-growing GameTech companies, operating the Betano and Stoiximan sports-betting and online-casino brands. Founded in 2013 and headquartered in Athens, Greece, with a major operational hub in Malta, it serves more than 13 million customers across 19 markets in Europe, the Americas and Africa. The company builds its own technology, combining sportsbook, live betting and casino products. Its flagship Betano brand has grown internationally through sponsorships including UEFA competitions and major football clubs.