Key Account Manager
The company is looking for a passionate and commercially minded Key Account Manager to take ownership of the MGA VIP customer base. In this role, the individual will be responsible for driving player retention, engagement, and long-term loyalty by delivering a highly personalised and compliant customer experience.
Acting as the primary point of contact for high-value players, the Key Account Manager will combine relationship-building expertise with data-driven insights to optimise performance, protect revenue, and enhance overall customer satisfaction. This role involves timely and professional day-to-day query handling, including out-of-office hours and weekends.
- Developing and communicating the Key Account retention strategy for MGA Markets, focusing on customer satisfaction and long-term loyalty.
- Building strong relationships with customers, adhering to relevant procedures and compliance requirements, including professional and timely query handling.
- Working occasional out-of-office hours and weekends.
- Creating, documenting, and maintaining comprehensive player profiles, capturing behaviours, interests, and communication history.
- Developing and managing a VIP bonus strategy to enhance engagement and retention within compliance guidelines.
- Working closely with operational departments and communicating any requirements to high-value customers to ensure smooth processes and compliance.
- Collaborating closely with CRM Managers and supporting CRM tasks as required.
- Ensuring smooth transitions for players moving across segments, optimising player experience and direct communication processes under KAM responsibility.
- Taking ownership of market-specific KPIs, delivering regular reports and updates, and performing additional tasks as assigned.
- A positive, creative, and data-driven mindset, ready to explore new approaches with a focus on achieving results (required).
- Strong analytical and investigative abilities (required).
- A collaborative spirit, eager to share knowledge and learn from colleagues while thriving in a dynamic and creative setting, and capable of working independently when needed (required).
- Excellent organisational and planning skills, with exceptional attention to detail (required).
- English proficiency (required).
- A service-oriented personality with high confidentiality and discretion, committed to delivering the best possible experience to players (required).
- Previous experience in a Key Account Management or similar role (nice-to-have).
- Knowledge of the MGA regulatory requirements (nice-to-have).
- Hybrid work policy.
- 4 weeks of Workation (T&C apply).
- Well-being allowance to support your active lifestyle.
- Private health insurance.
- Discounts across a range of retailers, gyms, bars & restaurants.
- Employee assistance program that can provide help and guidance during challenging moments.
- Relocation package for non-Malta residents, including 3 weeks of accommodation and flights.
LeoVegas Group is a Swedish mobile-first iGaming company founded in 2011, headquartered in Stockholm with its main operational hub in Sliema, Malta. A pioneer of mobile casino, it operates online casino and sportsbook products across regulated markets through brands including LeoVegas, BetUK, Expekt, Pink Casino and GoGo Casino. In 2022 the group was acquired by MGM Resorts International and now serves as MGM's international online-gaming arm, having previously been listed on Nasdaq Stockholm.