Loyalty Manager, Portuguese Market
Neo Group
Job Level
Mid-LevelSenior
About the role
- Manage a portfolio of potential and existing VIP players via calls, emails, and chat
- Reactivate, upsell, and escalate users to VIP level when appropriate
- Monitor player behavior and act on triggers like deposits, withdrawals, wins, and losses
- Collaborate with VIP Managers, Support, and Payments teams to ensure seamless player experience
- Execute retention campaigns and reward offers while tracking performance
- Maintain timely, activity-based communication with players
- Focus on VIP account management and player retention for high-value international players
Requirements
- Proven experience in customer service, CRM, or user engagement
- Excellent written and verbal communication skills in English and at least one other native language
- Ability to build trust with players without relying on excessive bonuses
- Familiarity with iGaming products and user behavior
- Comfortable working with performance KPIs and analyzing user activity reports
- Proactive, autonomous, and organized
- Proficient with CRM tools, Slack, and dashboards
- Nice to have: previous VIP or retention experience
- Nice to have: experience in a fast-paced, performance-driven environment
