Neo Group

Learning and Development

• Deliver dynamic, engaging, and impactful training sessions that create memorable learning experiences.
• Creativity-incorporating gamification techniques to boost participation and retention.
• Design and implement effective digital learning strategies to drive knowledge retention and performance improvement.
• Oversee local execution of training initiatives, including soft skills development, in-person workshops, e-learning modules, and hands-on practical training.
• Develop high-quality instructional materials tailored to diverse learning needs and business objectives.
• Plan and coordinate training events and employee engagement programs that foster a positive, growth-oriented learning culture.
• Collect, analyze, and report on training effectiveness, track key L&D KPIs, and identify improvement areas for the L&D roadmap.

Learning & Development Trainer

Customer Support

• Lead and manage a team of Russian-speaking Customer Support agents (chat + email + call).
• Monitor team performance and ensure KPI targets are met (CSAT, FCR, Handling Time, etc.).
• Conduct regular 1:1 meetings, performance reviews, and coaching sessions.
• Provide ongoing feedback and support agents’ professional development.
• Ensure high-quality communication standards and adherence to internal policies.
• Analyze team metrics and identify performance gaps or process inefficiencies.
• Support onboarding and training of new agents.
• Escalate complex cases when required and coordinate with other departments.
• Drive process improvements and contribute to service optimization.
• Ensure schedule discipline and operational coverage.

Customer Support Team Lead

Customer Success Manager

• Managing the execution of CRM promotions, including segment management, setting up promotions, tournaments, and lifecycles.
• Quality assurance of the bonus journey to prevent errors and ensure accuracy.
• Setting up bonuses, promotions, and tournaments on the back office system.
• Preparing and coordinating information pages and communication journeys.
• Providing insights on campaign performance and suggesting improvements.
• Assisting in producing and delivering campaign briefs and plans.
• Coordinating the delivery of promotional content and material.
• Maintaining and implementing a Multi-Geo promotional calendar.
• Conducting market research to identify new campaign opportunities.

CRM Execution, Coordinator

• - Lead and mentor a team of customer support representatives, fostering a positive and high-performance culture.
• - Handle customer inquiries via phone, email, and chat, ensuring timely and accurate responses.
• - Maintain detailed records of customer interactions and issues, ensuring follow-up and resolution.
• - Identify trends and areas for improvement in customer service processes.
• - Collaborate with other departments to ensure a seamless customer experience.
• - Assist in the development and implementation of customer support strategies.

Customer Support Team Lead – Italian-Speaking

Product Manager

• Own the full product lifecycle: discovery → delivery → performance analysis.
• Optimize key funnels.
• Generate and validate hypotheses through data, UX research, and A/B testing.
• Manage priorities in a fast-paced environment with competing stakeholders.
• Deeply analyze customer behavior.
• Collaborate cross-functionally with CRM, Marketing, Risk, BI, and Engineering.

Senior Product Manager

Content Marketing Manager

• Publishing articles on the company’s websites.
• Organizing content posting (manual and semi-automated) to satellites and brand-protect websites.
• Updating meta.
• Creating templates for the spintax generator.

Content Publisher

• Implementation of automated CRM campaigns: segment-based cycles, hidden promotions, and trigger scenarios.
• Working with automation tools: campaign setup, testing, launch, and monitoring.
• Participation in A/B testing of communication flows and scenarios.
• Analysis of campaign performance and impact on key metrics.
• Collaboration with cross-functional teams: Product, Analytics, Content, and Design.

CRM Automation Manager

• Create engaging and interactive training modules covering our full VIP offering, client engagement strategies, conflict resolution, product knowledge (e.g., games, promotions, and loyalty programs), effective use of tools etc.
• Conduct training sessions (in-person or virtual) for new hires and existing VIP staff, using a variety of methods such as workshops, role-playing, and e-learning platforms.
• Provide one-on-one coaching and feedback to VIP team members to improve their communication, upselling, and relationship-building skills with high-value clients.
• Ensure all training materials adhere to the regulations, data protection laws (e.g., GDPR).
• Collaborate with VIP managers to identify skill gaps and training needs, customising programs to address specific challenges.
• Track training effectiveness through KPIs such as customer satisfaction scores, client retention rates, and staff performance metrics, adjusting programs as needed.
• Stay informed on competitor offerings, and VIP service innovations to keep training content relevant and competitive.
• Maintain accurate records of training sessions, attendance, and certifications, ensuring alignment with company and regulatory standards.