[Hiring] Key Account Manager @Kaizen Gaming

Role Description

We’re looking for a dedicated and passionate Key Account Manager to join our international team and take ownership of our 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 (2–3 per month) with top-tier customers.

You’ll combine strategic thinking with exceptional customer service to deliver personalized, world-class experiences, driving loyalty and sustainable business growth. A strong passion for sports and local culture, combined with flexibility to travel, is key to succeeding in this role.

• 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 personalized 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 behaviors, preferences, and concerns to shape personalized 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.

Qualifications

• Native-level German speaker, with excellent command of English.
• 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.
• Experience in a customer-facing role, ideally in account management or a similar function. Experience in iGaming is a strong plus.
• Strong interpersonal skills, with the ability to build trust and rapport quickly.
• Excellent organizational and planning abilities, with strong attention to detail and the ability to manage multiple priorities.
• Commercial acumen and an analytical mindset, including an understanding of ROI and key performance metrics.
• Proficiency in Microsoft Office and CRM tools.
• A proactive, hands-on approach and the ability to work independently in a fast-paced environment.
• Passion for sports and a deep understanding of German cultural and entertainment trends.
• A collaborative, team-oriented mindset with a high sense of responsibility and professionalism.
• Willingness to travel and occasionally work outside of standard business hours to meet customer needs.