Loyalty Manager (Italian Market)

Neo Group is a global veteran with partner experience in the iGaming industry, with 1,400 employees across 10+ countries. For over 15 years, we have partnered with industry veterans to deliver innovative solutions for our clients. At Neo Group, we emphasize a collaborative and data-driven workspace that empowers skilled professionals to flourish and advance their careers.
Role Overview:

As a Loyalty Manager at Neo Group, you will play a key role in strengthening relationships with our most valued players. This role blends VIP account management with retention strategy, focusing on creating tailored experiences that drive engagement, loyalty, and long-term player value. You'll act as a trusted point of contact for international VIP players, ensuring they receive a seamless and rewarding journey.
What You'll Do

• 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.

Requirements

• Proven experience in customer service, CRM, or user engagement.
• Excellent communication skills, both written and verbal, in English and Italian.
• 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.

This is a fantastic opportunity to join a growing team and make a direct impact on our international markets. If you're a skilled relationship-builder with a passion for gaming, we encourage you to apply.

Benefits

Join us on an exciting journey to shape and revolutionize a new brand in the market

Get ready to enjoy a comprehensive compensation and benefits package designed to enrich your work-life balance and well-being. This package includes a competitive salary, health insurance coverage, access to our on-site gym for a healthy lifestyle, complimentary breakfast and lunch to fuel your day, and a range of diverse social events to foster team spirit, belonging and collaboration

Experience an international work environment with a passionate, motivated and professional team

Be a part of our modern office space in Ta'Xbiex, conveniently located close to all amenities and one of Malta's sought-after marinas

Being part of Neo Group means more than just a job. It's about being a part of a vibrant community with over 40 nationalities across 8 global locations. As we embrace a thrilling phase of hyper-growth and scale-up, our success is fueled by the diversity and talent of our team-potentially including you!

Explore Neo Group Further:
For more details about life and careers at Neo Group, visit our Career Website connect with us on Instagram, and engage with us on LinkedIn.

Ready to redefine the future of iGaming with us? Apply today and become a part of something truly spectacular!