Loyalty Manager, German Market
Neo Group
Loyalty Manager, Portuguese Market
Neo Group
full-time
Posted on:
Origin: • 🇲🇹 Malta
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Manage a portfolio of potential and existing VIP players, building meaningful relationships through calls, emails, and chat
- Reactivate, upsell, and escalate users to the VIP level when appropriate
- Monitor player behavior and act on key triggers like deposits, withdrawals, wins, and losses
- Collaborate with VIP Managers, Support, and Payments teams to ensure a seamless player experience
- Execute retention campaigns and reward offers while tracking performance
- Maintain timely communication with players based on their activity
- Focus on a high-value cohort of international players and drive retention
Requirements
- Proven experience in customer service, CRM, or user engagement
- Excellent communication skills, both written and verbal, 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 other dashboards
- Nice to have: Previous experience with VIP users or retention in the industry
- Experience in a fast-paced, performance-driven environment
