Loyalty Manager for French Market

Neo GroupTa' Xbiex, Ta' Xbiex, Malta

On-site Full-time

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Experience Level

Manager

Qualifications

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.

About the job

Neo Group is an innovative startup based in Malta, specializing in B2B services encompassing Marketing, Technology, Data Analytics, Customer Support, Human Resources, and Compliance. Founded in 2024, our company is built upon over 15 years of extensive experience within the iGaming sector. While we embody a startup culture, our team is enriched with expertise acquired through collaborations with industry leaders. With a robust network of 1,400 skilled professionals across 10+ countries, we are dedicated to delivering cutting-edge, data-driven solutions that empower our clients and promote professional development within a vibrant and collaborative environment.

Role Overview:

As the Loyalty Manager focusing on the French market at Neo Group, you will be pivotal in nurturing relationships with our high-value players. This position intricately combines VIP account management with strategic retention initiatives, aimed at crafting personalized experiences that enhance engagement, loyalty, and sustainable player value. You will serve as a trusted liaison for our international VIP clientele, ensuring their journey is seamless and rewarding.

Key Responsibilities

Oversee a portfolio of potential and current VIP players, fostering meaningful relationships through various communication channels including calls, emails, and chat.
Reactivate, upsell, and elevate users to VIP status when appropriate.
Monitor player activities and respond to critical triggers such as deposits, withdrawals, victories, and losses.
Collaborate with VIP Managers, Support, and Payments teams to guarantee a streamlined player experience.
Implement retention campaigns and reward initiatives while assessing their performance.
Ensure timely communication with players based on their engagement levels.

The duties and responsibilities outlined in this job description are not exhaustive and additional tasks may be assigned as needed; the scope of the role may evolve based on business requirements.

Qualifications

Demonstrated experience in customer service, CRM, or user engagement.
Exceptional communication skills, both written and verbal, in English and at least one other native language.
Adept at establishing trust with players without relying on excessive bonuses.
Understanding of iGaming products and user behavior.
Comfortable working with performance KPIs and analyzing user activity reports.
Proactive, self-directed, and organized.
Proficient with CRM tools, Slack, and various dashboards.

Preferred Qualifications

Prior experience managing VIP users or retention strategies within the industry.
Experience in a dynamic, performance-oriented environment.

About Neo Group

Neo Group is a forward-thinking startup in Malta, offering various B2B services in Marketing, Tech, Data Analytics, Customer Support, HR, and Compliance. Our team's extensive experience in the iGaming industry positions us uniquely to deliver innovative solutions.

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