Key Account Manager

Role Overview

We are seeking a dynamic and customer-centric Key Account Manager to join our team in Malta. This role is pivotal in building strong relationships with our most valuable customers and ensuring a best-in-class service experience that drives loyalty, engagement, and revenue growth.

As the face of our brand to our VIP clients, you will be responsible for direct and personalized communication, proactive engagement, and tailored hospitality at exclusive events. You will work cross-functionally to ensure VIP customer satisfaction, retention, and increased lifetime value.

Key Responsibilities

• Account Management:
  Manage a portfolio of VIP customers with a high degree of personalization and care, maintaining frequent and proactive contact through phone, email, messaging apps, and in-person meetings.

• Revenue & Retention Growth:
  Monitor and analyse individual customer KPIs (e.g., activity, deposits, net revenue, churn risk), and develop action plans to increase engagement and extend customer lifetime value.

• Event Hosting & Hospitality:
  Act as the primary host for VIP clients during exclusive company events (e.g., football/basketball games, dinners, tournaments), ensuring a premium, seamless, and unforgettable experience.

• Weekend Availability:
  Be available on weekends and evenings to manage the VIP shift—communicating with customers, solving issues, and providing real-time support when needed.

• Client Feedback & Insight:
  Collect feedback and identify trends within the VIP base to share with internal teams for service and product optimization.

• Collaboration & Reporting:
  Work closely with key central functions including VIP & CRM, Payments, Risk, and Product teams to ensure a holistic customer experience. Regularly report on VIP activity, risk exposure, and performance against KPIs.

Qualifications & Experience

• 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.

• Proven track record in building long-term relationships, managing customer portfolios, and achieving revenue growth targets.

• Deep understanding of the online gambling ecosystem, player behaviours, and VIP lifecycle management is a strong plus.

Skills & Requirements

• Fluent in Greek and English, both written and spoken.

• Excellent communication, presentation, and interpersonal skills.

• High degree of empathy, discretion, and professionalism when dealing with high-value clients.

• Ability to analyse data and derive actionable insights.

• Strong organizational skills and ability to multitask in a fast-paced environment.

• Willingness and flexibility to work weekends, evenings, and attend events.
• Passion for sports (especially football and basketball) is a big plus.

Challenge accepted?

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