Key Account Manager
Betsson Group is seeking a dynamic and customer-centric Key Account Manager to join the team in Malta. This role is pivotal in building strong relationships with the most valuable customers and ensuring a best-in-class service experience that drives loyalty, engagement, and revenue growth.
As the face of the brand to VIP clients, the Key Account Manager is responsible for direct and personalised communication, proactive engagement, and tailored hospitality at exclusive events. The role involves working cross-functionally to ensure VIP customer satisfaction, retention, and increased lifetime value.
- Manage a portfolio of VIP customers with a high degree of personalisation and care, maintaining frequent and proactive contact through phone, email, messaging apps, and in-person meetings.
- Monitor and analyse individual customer KPIs, such as activity, deposits, net revenue, and churn risk, and develop action plans to increase engagement and extend customer lifetime value.
- Act as the primary host for VIP clients during exclusive company events, such as football or basketball games, dinners, and tournaments, ensuring a premium, seamless, and unforgettable experience.
- Be available on weekends and evenings to manage the VIP shift, communicating with customers, solving issues, and providing real-time support when needed.
- Collect feedback and identify trends within the VIP base to share with internal teams for service and product optimisation.
- Work closely with key central functions including VIP and CRM, Payments, Risk, and Product teams to ensure a holistic customer experience.
- Regularly report on VIP activity, risk exposure, and performance against KPIs.
- Minimum 3 years of experience in a similar VIP management or customer-facing account management role, ideally within the iGaming, luxury hospitality, entertainment, or sports sectors (required).
- Proven track record in building long-term relationships, managing customer portfolios, and achieving revenue growth targets (required).
- Deep understanding of the online gambling ecosystem, player behaviours, and VIP lifecycle management (nice-to-have).
- Fluent in Greek and English, both written and spoken (required).
- Excellent communication, presentation, and interpersonal skills (required).
- High degree of empathy, discretion, and professionalism when dealing with high-value clients (required).
- Ability to analyse data and derive actionable insights (required).
- Strong organisational skills and ability to multitask in a fast-paced environment (required).
- Willingness and flexibility to work weekends, evenings, and attend events (required).
- Passion for sports, especially football and basketball (nice-to-have).
Betsson is a diversified, multinational gaming group whose history dates back to 1963 and which is now listed on Nasdaq Stockholm. The group employs around 3,000 people of more than 75 nationalities across over 20 locations; Betsson AB is registered in Stockholm, while its operational headquarters in Ta' Xbiex, Malta, run the day-to-day business. Through brands such as Betsson, Betsafe and NordicBet, it offers casino, sportsbook and other gaming products in regulated markets across Europe, the Americas and Central Asia. Its proprietary technology supports a scalable model serving both B2C customers and B2B partners, with responsible growth and customer protection central to its strategy.