About The Role

Team Leader role is an operational role within Account Management. The role will manage a team of Swedish Account Managers and Support Experts and will be responsible for an operational performance of the team. The Team Leader will focus on day to day management, personal development and coaching of their team members to ensure the delivery of a superb and highly proactive service to our loyal customers. The role will also ensure a high performance of the segment in assigned markets and be responsible for the delivery of the key loyal customers specific KPIs, like actives, Reported Gross Win and Retention Rate.

What you will be doing?

• Day-to-day people management and development of the team of Account Managers and Support Experts, ensuring a high personal performance
• Ensure the delivery of a superb and highly proactive service and gaming experience to our loyal customers
• Lead by example, showing motivation, dedication, professionalism and commitment to achieving high performance and high satisfaction levels regarding all aspects of Account Management operations
• First point of contact for escalations from Account Management team members and support departments, proactively offering advice & sourcing solutions to ensure effective resolution
• Identify potential issues with high net worth customers and flaws in internal processes and flag them with relevant stakeholders to ensure the improvement of day to day operations and customer experience
• Ensure the high performance of the Account Manager segment in their respective markets and delivery of the specific KPI targets for the region – active customers, retention and RGW
• Monitor and analyse performance in all assigned markets and create action plans based on the performance of the key KPIs and
• Report on trends, KPIs performance and actions to Regional Account Manager and Head of Account Management
• Sign-off on budget spend for events and gifting
• Close collaboration with Player Sustainability, Payments and Customer Support teams and other internal departments to improve day to day operations and customer experience
• Responsible for Training and mentoring of the Account Management team members, ensuring that all training and development needs are met
• Quality Control of the communication to the loyal customers
• Responsible for the monthly activity plans of the team members

How will success be measured in this role?

• Retention Rate
• Number of Actives
• Reported Gross Win
• Regular performance reviews with your line manager
• OKR's and Team KPIs
• Acting in line with Kindred Group values
• Successful completion of all relevant training and other compliance activities that support Kindred's sustainable and responsible growth

What you will need?

• Sound experience in Account Management
• Fluent Swedish and English both in oral and written skills
• A highly motivated and proactive individual putting customer in a heart of everything they do
• Leadership skills and ability to build trust
• Ability in task management, prioritizing and the ability to take ownership and accountability for achieving goals and delivering a high-quality service to customers
• Work under pressure and take accountability for actions and communication of the team members
• Commitment to providing world class service to valuable customers
• Great organization, planning and prioritization skills, with strong attention to detail
• Data focused, and ROI driven with strong analysis and reporting skills
• Strong product knowledge and genuine passion for the online gaming industry, either as a customer or through work experience in the industry