Loyalty Manager (iGaming)

TL;DR

Loyalty Manager (iGaming): Manage VIP player relationships and retention strategies to drive engagement and long-term value with an accent on personalized player experiences and performance monitoring. Focus on building trust, executing retention campaigns, and collaborating across teams to ensure seamless VIP player journeys.

Location: Onsite in Ta’Xbiex, Malta

Company

Malta-based startup in iGaming offering B2B services in Marketing, Tech, Data Analytics, Customer Support, HR, and Compliance with a network of 1,400 professionals across 10+ countries.

What you will do

• Manage portfolio of VIP players through calls, emails, and chat to build meaningful relationships.
• Reactivate, upsell, and escalate users to 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 seamless player experience.
• Execute retention campaigns and reward offers while tracking performance.
• Maintain timely communication based on player activity.

Requirements

• Excellent communication skills in English and Greek.
• Proven experience in customer service, CRM, or user engagement.
• 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 dashboards.

Nice to have

• Experience with VIP users or retention in the industry.
• Experience in a fast-paced, performance-driven environment.

Culture & Benefits

• Competitive salary and comprehensive benefits including health insurance.
• Access to on-site gym and complimentary breakfast and lunch.
• Social events fostering team spirit and collaboration.
• Modern office space in Ta’Xbiex near amenities and marina.
• International work environment with diverse team across 8 global locations.