Head of Account Management leading teams for cloud - based POS & E - Commerce solutions. Responsible for customer retention, growth, and strategic account management in the Berlin office.
About the role
- Account Manager for an iGaming company maintaining VIP customer relations and driving engagement. Focused on the German market with flexible working hours and a hybrid model.
Responsibilities
- Build and maintain strong relationships with VIP customers by providing personalised service and resolving issues, including outside normal hours
- Communicate with inbound VIP players via emails and chat, providing support for the VIP segment
- Identify customer challenges and help VIPs navigate them smoothly
- Plan and execute campaigns to boost VIP activity, ensuring the right segments are targeted, with timely delivery and reporting
- Suggest creative ideas for bonuses, gifts, challenges, and hospitality to strengthen engagement and loyalty
- Work closely with the CRM team on copywriting, proofreading, and campaign execution
- Collaborate with internal teams such as Payments, Customer Operations, RG, and Casino to ensure a seamless VIP experience
- Ensure all offers and campaigns comply with internal rules and regulatory requirements
- Monitor customer performance, track KPIs, and identify growth opportunities
- Manage personal and team targets
Requirements
- 2+ years of experience in VIP customer support within iGaming
- Native-level German with excellent written and spoken skills
- Fluency in English
- Data-driven, versatile, and an Excel expert, comfortable working with data, KPIs, and spreadsheets
- Previous experience with tools such as Tableau, Symplify, Jira, and PaymentIQ is a plus
- Customer-oriented, analytical, with a resilient and adaptable approach
- Proactive, eager to grow, and motivated to make an impact
- Able to work independently as well as part of a team
Benefits
- Wellbeing allowance
- Health and dental insurance (after probation)
- Free snacks and fruit in the office, with breakfast on Monday and Wednesday and lunch on Friday
- Company events and team activities
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