VIP Account Manager Team Lead
Description
We are looking for an experienced and people-focused Team Leader to supervise and support our Account Managers and Account Executives. This role is responsible for ensuring high service standards for our high-value players while developing the team, improving processes, and aligning day-to-day operations with business goals. The Team Leader will act as the main point of reference for the team, providing guidance, feedback, and support, while working closely with internal stakeholders to improve performance and player experience.
Responsibilities
- Lead, coach, and support Account Managers and Account Executives, ensuring clear priorities, motivation, and high performance.
- Supporting individuals/team in professional and personal development through development, training and mentoring .
- Monitor individual and team performance, set goals, track KPIs, and provide regular feedback and development plans.
- Ensure daily account management activities are executed correctly, efficiently, and in line with company standards.
- Identify gaps or inefficiencies in workflows and propose improvements to tools, processes, and team structure.
- Oversee the quality of player interactions and strategies to ensure a consistent and high-quality experience for high-value players.
- Support the team in planning and executing player events, campaigns, and engagement initiatives.
- Work closely with Marketing, Product, CRM, Responsible Gaming, and Support teams to align strategies and solve issues.
- Review performance reports, player behavior trends, and team insights to support decision-making and planning.
Requirements
- Strong leadership, communication, and people management skills.
- Ability to balance operational execution with strategic thinking.
- Experience working with KPIs, reporting, and performance management.
- Previous experience managing teams (preferably KAM/VIP/Support functions) in the iGaming/Betting industry (or similar) an advantage.
- Willingness to attend events and support the team in client-facing activities when needed.
- Are you from Rio de Janeiro, or are you able to move?
- We are not working remotely. So please, only apply if you can go 3x a week to the office (Barra da Tijuca, Rio de Janeiro)
