Loyalty Manager

• Conduct regular outbound calls to top-tier players to drive revenue and retention
• Identify opportunities to deepen player engagement and present tailored offers
• Build trusted relationships with players as their primary advocate and concierge
• Design and pitch bespoke rewards and incentives based on player preferences and play patterns
• Identify and address individual player needs, including reassurance, rewards, and resolutions
• Resolve inquiries regarding rewards, loyalty programs, and account benefits
• Monitor and facilitate player withdrawal requests
• Collaborate with internal teams to ensure player feedback and needs are addressed
• Feed player insights into future offer strategy

• Fluent in English
• Prior experience in customer service or player-facing support roles
• Ability to communicate confidently, empathetically, and persuasively by phone and in writing
• Ability to identify player needs and sales opportunities
• Comfortable with outbound calling as a core part of the role
• Ability to resolve issues empathetically and turn problems into positive outcomes
• Ability to own problems and opportunities from start to finish
• Reliability and ability to follow through on promises to players
• Ability to make informed decisions on custom rewards and player requests within company guidelines
• Ability to balance player satisfaction with commercial impact