Role Description Not all Account Management roles are the same. Some are built around meetings and status updates. This one sits at the centre of operational performance, client strategy, customer experience and people leadership. We are looking for an exceptional bilingual Account Manager to join our growing BPO organisation and become the critical link between our clients and our operational teams. You will be responsible for managing multiple client accounts across ecommerce and customer experience operations, ensuring service excellence, commercial confidence and consistently high performance delivery. This is a high-impact role within a small, highly experienced leadership team with exceptional stability, strong client partnerships and a genuine focus on quality over volume. If you understand contact centre operations, thrive in fast-moving client environments and know how to turn KPIs, SLAs and CX insight into long-term client success, we want to hear from you. Qualifications - Fluent English and German, spoken and written - Proven experience within a BPO, contact centre or outsourced CX environment - Strong understanding of contact centre KPIs, SLAs and operational reporting - Experience managing multiple client relationships - Team management and people leadership experience - Ability to lead through Team Leads and support operational development - E-commerce and customer experience understanding - Experience with CX platforms and contact centre software, including Zendesk, Gorgias, Freshdesk or similar - Confidence in configuring reporting, workflows and operational processes within support platforms - Ability to interpret data and convert insight into action - Highly proactive and solutions-oriented mindset Requirements - Manage multiple client accounts simultaneously - Grow trusted, long-term client relationships - Lead operational performance across customer support programmes - Ensure KPIs and SLAs are consistently achieved and exceeded - Understand each client’s business goals, brand vision and customer expectations - Drive continuous improvement initiatives across teams and processes - Deliver proactive reporting, operational insights and strategic recommendations - Support and develop Team Leads who report directly to you - Oversee multiple worldwide multi-lingual operations ranging from small specialist teams through to larger programmes of up to 80 agents - Work closely with internal departments to ensure operational alignment and delivery excellence - Maintain high standards of customer experience, brand tone and service quality - Lead the onboarding of new client accounts following established operational processes and implementation frameworks Benefits - Genuine influence and ownership - Exposure to international e-commerce brands - A collaborative and supportive leadership environment - Long-term career growth opportunities - The opportunity to shape processes, strategy and client success - A business that genuinely values customer experience excellence - Remote working

• This role will be responsible for identifying, evaluating, and cultivating a network of high-impact external partners that align with our DT strategic objectives. • This position will define and implement engagement models that drive co-creation and deliver sustained, mutual value, translating the company's strategic needs into tangible partnership opportunities. • By building and managing a robust portfolio of alliances, the role will accelerate innovation across Digital Technology (DT) and the broader organization, ensuring we remain at the forefront of technological advancement to better serve patients. • Develop and execute a comprehensive strategy for identifying and scouting high-impact external partners by leveraging market outreach and fostering existing organizational relationships. • Design and formalize clear, structured engagement models and compelling value propositions to ensure the creation of mutually beneficial and sustained partnerships. • Act as the primary bridge between external innovators and internal Digital Technology (DT) teams, ensuring partner capabilities are effectively integrated with the organization's strategic goals. • Oversee the entire lifecycle of strategic alliances, monitoring the health, performance, and value realization of key partnerships to ensure long-term success. • Collaborate with domain leaders to understand their strategic challenges and proactively identify external technologies or partners that can provide solutions and accelerate impact. • Establish and manage a governance framework for partner evaluation, selection, and performance management to maintain a high-quality, strategic ecosystem. • Serve as a central point of expertise on the external innovation landscape, providing insights and recommendations to senior leadership on emerging trends and opportunities. • Champion the value of strategic partnerships across the organization, communicating successes and fostering an environment where external collaboration is seen as a key enabler of growth.

Role Description This role is responsible for driving VIP player revenue growth, retention, and long-term value by developing effective engagement, reactivation, and loyalty strategies. It oversees operational excellence through process improvements, data accuracy, reporting standards, and system optimization to enhance team productivity and decision-making. The position also leads and develops VIP Account Managers by setting clear KPIs, coaching performance, and fostering a high-accountability, high-performance culture. Additionally, it focuses on delivering exceptional VIP player experiences through personalized service, retention campaigns, and churn prevention initiatives. Working closely with stakeholders, the role provides strategic insights, identifies business opportunities, and continuously introduces improvements to support overall business objectives. Responsibilities - Revenue & Player Value Growth - Own and deliver team targets across deposits, retention, reactivation, and NGR. - Develop and execute strategies to maximize player lifetime value and VIP engagement. - Analyze player behavior and value reports to identify opportunities, risks, and revenue leakage. - Drive proactive retention and reactivation initiatives to improve player performance. - Process & Systems Excellence - Lead continuous improvement of operational processes, SOPs, and workflows. - Establish and enforce high standards of data accuracy, reporting, and CRM discipline. - Improve adoption and utilization of dashboards, reporting tools, and internal systems. - Identify inefficiencies and implement scalable solutions that improve team productivity and decision-making. - Foster a culture of accountability, structure, and operational excellence. - People Leadership & Performance Management - Lead, coach, and develop VIP Account Managers to achieve individual and team goals. - Set clear KPIs, performance expectations, and development plans. - Conduct regular performance reviews and provide actionable feedback. - Hold team members accountable for results and address underperformance effectively. - Build a high-performance culture focused on ownership, execution, and continuous improvement. - Player Experience & Retention - Enhance the VIP player experience through personalized engagement strategies. - Oversee offer, bonus, and loyalty campaigns to drive retention and player satisfaction. - Improve response times and service quality standards across the team. - Develop churn prevention and win-back initiatives to increase long-term player loyalty. - Continuously gather insights and recommend improvements to the VIP journey. - Reporting & Stakeholder Management - Provide clear, actionable reporting on business performance, risks, and opportunities. - Present recommendations and strategic insights, not just performance metrics. - Collaborate cross-functionally to align VIP initiatives with broader business objectives. - Challenge existing practices and proactively introduce better ways of working from day one. Requirements - Minimum 2 years of experience in a Team Lead, Sales Team Lead, or Account Management Team Lead position, with a proven track record of leading teams and achieving business targets. - Strong proficiency in English and Chinese (Mandarin), both written and spoken, to effectively communicate with internal stakeholders and VIP clients. - Excellent customer relationship management skills, with the ability to build trust, retain high-value customers, and resolve escalations professionally. - Demonstrated experience in driving customer retention, account growth, player engagement, or client lifecycle management. - Strong leadership and people management skills, including coaching, performance management, KPI tracking, and team development. - Analytical mindset with the ability to interpret customer behavior, performance reports, and business metrics to identify growth opportunities. - Highly organized with strong problem-solving, decision-making, and stakeholder management abilities. - Proficient in CRM systems, reporting tools, and Microsoft Office/Google Workspace applications. - Knowledge of AI tools, automation platforms, and workflow optimization (e.g., ChatGPT, AI-powered CRM tools, automation software, or process automation solutions) is highly desirable and will be considered an added advantage. - Self-motivated, results-driven, and capable of thriving in a fast-paced, performance-oriented environment. Benefits - Remote-first roles built for freedom and flexibility. - Learning & Development that sharpens skills and accelerates careers. - Competitive salary packages for high performers. - Wellbeing perks that help you thrive inside and outside work. - A team that supports, celebrates, and wins as one.

Role Description As a Senior Amazon Account Manager, you’ll oversee a portfolio of high-impact client brands and lead a small team of Account Managers to ensure excellence in execution. - Own the overall strategy for your accounts — from catalog performance to PPC efficiency and listing optimization. - Mentor others and build long-term client relationships. - Work cross-functionally with PPC, creative, and operations specialists to deliver holistic growth strategies across multiple markets. Key Responsibilities - Lead overall Amazon account strategy for assigned client brands. - Oversee account health, catalog performance, and advertising outcomes. - Supervise and mentor Account Managers to ensure quality and consistency in execution. - Develop and implement growth roadmaps that align with brand goals. - Conduct data-driven performance reviews, identifying areas for improvement. - Collaborate with PPC specialists, designers, and operations to drive unified brand success. - Handle client communication, including performance updates and strategy presentations. - Resolve complex issues across Seller Central and Vendor Central efficiently. - Track KPIs (ACoS, TACoS, CTR, CVR) and deliver insights that guide strategic decisions. Qualifications - 5+ years of hands-on experience managing Amazon Seller Central / Vendor Central accounts. - Proven track record of scaling brands profitably through data-driven strategies. - Experience leading teams or mentoring account managers. - Strong understanding of Amazon SEO, PPC, catalog management, and compliance. - Excellent communication, leadership, and client relationship skills. - Highly analytical with advanced Excel or data visualization proficiency. - Comfortable managing multiple accounts in a fast-paced, international environment. - Fluency in English (additional languages are a plus). Nice to Have - Experience with multi-market Amazon accounts (EU, US, MENA). - Familiarity with tools like Helium10, DataHawk, JungleScout, or Pacvue. - Background in team leadership, performance management, or client strategy. Benefits - Competitive salary with performance-based incentives. - Manage a team and oversee a portfolio of global brands. - A collaborative, entrepreneurial environment with low bureaucracy and high ownership. - Opportunities for career advancement into leadership and strategy roles. - Work remotely with an international, results-oriented team.