Loyalty Manager (Igaming)

What you will 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 Greek.
• Ability to build trust with players without relying on excessive bonuses.
• Familiarity with 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.