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Loyalty Manager at neo-gg | Ta' Xbiex, Malta

Neo GroupTa' Xbiex, Ta' Xbiex, Malta
On-site Full-time

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Experience Level

Manager

Qualifications

Qualifications:Demonstrated experience in customer service, CRM, or user engagement;Exceptional communication skills, both written and verbal, in English and Polish;Ability to establish trust with players without relying on excessive bonuses;Understanding of iGaming products and user behaviors;Comfortable working with performance KPIs and analyzing user activity reports;Self-motivated, organized, and proactive;Proficient in CRM tools, Slack, and other dashboards;Preferred Qualifications:Prior experience working with VIP users or in retention roles within the industry;Experience in a fast-paced, performance-driven environment.

About the job

Neo Group is an innovative startup based in Malta, specializing in B2B services across Marketing, Technology, Data Analytics, Customer Support, Human Resources, and Compliance. Launched in 2024, our company is built on a foundation of over 15 years of seasoned experience in the iGaming sector. Our team embodies a startup spirit while bringing a wealth of knowledge acquired through collaborations with industry leaders. With a robust network of 1,400 skilled professionals across more than 10 countries, we are dedicated to providing pioneering, data-driven solutions that empower our clients and promote professional development within a vibrant and collaborative work environment.

Role Overview:

As the Loyalty Manager at Neo Group, you will be instrumental in enhancing relationships with our most valued players. This position integrates VIP account management with retention strategies, focusing on crafting personalized experiences that foster engagement, loyalty, and long-term player value. You will serve as a reliable point of contact for international VIP players, ensuring they enjoy a seamless and rewarding journey.

Key Responsibilities

  • Manage a diverse portfolio of potential and existing VIP players, cultivating meaningful relationships through calls, emails, and chat interactions;
  • Implement reactivation strategies, upsell opportunities, and escalate users to VIP status when applicable;
  • Monitor player behavior and respond to key triggers such as deposits, withdrawals, wins, and losses;
  • Collaborate with VIP Managers, Support, and Payments teams to guarantee a smooth player experience;
  • Design and execute retention campaigns and reward offers, while diligently tracking their performance;
  • Engage in proactive communication with players based on their activity levels;

About Neo Group

Join Neo Group, a forward-thinking startup in Malta, where we leverage over 15 years of expertise in the iGaming industry to deliver cutting-edge B2B services. Our commitment to innovation and collaboration creates a dynamic environment for professional growth and exceptional client solutions.

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