Key Account Manager - German Speaking

  • Saint Julian's, Malta
  • Full-time

Company Description

Established in 2004, Tipico is the leading sports betting company in the German market. Headquartered at the Portomaso Business Tower in Saint Julians, Malta, Tipico offers a wide range of pre-live and live sports betting products delivered through cutting-edge mobile and online channels as well as through a top-class portfolio of approximately 1000 retail outlets predominantly in Germany. Tipico also offers a wide range of online Casino and table games.

Tipico’s growth has always been incredibly strong and shows no sign of slowing in its core market and in new markets which it is opening. Today over 5000 people work in Tipico shops and the company is some 200 strong in Malta with additional teams in Germany, Gibraltar, Croatia and Colombia.

Tipico’s highly experienced and dedicated staff, its strength in software development, pervasive marketing strategy and world renowned brand ambassadors prove to be a winning combination when it comes to servicing our customers and keeping Tipico as the number one sports betting company in Germany.


Job Description

As Key Account Manager, you will be managing an assigned account portfolio of high value customers with the aim to increase the customer lifetime value while decreasing qualitative churn. Using your analytical skills and profound understanding of customer behaviour, you are able to spot any need amongst your VIPs and react in a fast and efficient way. Due to the nature of this business weekend and evening shifts will be required from time to time.

Key Duties and Responsibilities

Monitor and analyse your assigned portfolio of players on a daily basis and take appropriate actions to ensure maximum value through their life cycle

Responsibility of individual user KPIs of your assigned players

Communicate with other teams to ensure optimisation of player management

Administrate available event tickets and handle invitation process

Own all aspects of the relationship with the player, including but not limited to hospitality events

Create and oversee marketing and player management strategies for your assigned group of VIPs

Establish and maintain a personal one-to-one contact and relationship with your most valuable assigned VIPs

Monitor individual customer betting behaviour and ensure that bonuses, gifts and hospitality invitations are offered in agreed timescales, promoting the right behaviours

Collect feedback by talking to your player and escalate it in order to improve our products and services

Respond to players if needed and if possible out of office hours when contacted through the provided mobile phone

Qualifications

German native speaker with English to a business standard

Previous experience in a similar role from the iGaming industry

Excellent communicator across all channels with high confidence on the phone

Business- and sales oriented approach

Passion for sports and/or sports betting, especially football

Good analytical skills

Ability to deliver results and outstanding services whilst working to tight timelines

Flexibility to work shifts, including evenings, weekends and public holidays

Self-starter with a positive, can-do attitude and good problem solving skills

Must be willing to travel

Good knowledge of Microsoft Excel and Salesforce is considered a plus


Additional Information

Department Description

The Customer Retention department is responsible for the full customer lifecycle after registration. This includes conversion, retention, reactivation and VIP Management. The department itself is split into two teams. One focusing on CRM and the other one on VIP. The aim of the whole department is to increase the customer lifetime value while decreasing churn and increasing customer activity.