Loyalty Manager (Portuguese Speaking)

Neo Group is a Malta-based startup offering B2B services in Marketing, Tech, Data Analytics, Customer Support, HR, and Compliance. Established in 2024, it is built on over 15 years of veteran experience in multiple industries, including the iGaming industry. Despite our startup spirit, our team brings a wealth of expertise gained through years of collaboration with industry leaders. With a network of 1,400 talented professionals across 10+ countries, we are committed to delivering innovative, data-driven solutions that empower our clients and foster professional growth within a dynamic and collaborative workplace.

Role Overview

As a Loyalty Manager at Neo Group, you will play a key role in strengthening relationships with one of our major client's most valued players. This unique B2B role blends VIP account management with targeted retention strategy, focusing on creating tailored experiences that drive engagement, loyalty, and long-term player value for our client's brand. You’ll act as a trusted point of contact for their international VIP players, ensuring the client's operational goals are met through a seamless and rewarding player journey.

What you will be doing

• Portfolio Management: Manage a targeted portfolio of our client's potential and existing VIP players, building meaningful relationships through calls, emails, and chat on behalf of the brand. • Player Escalation & Upselling: Reactivate, upsell, and escalate users to the client's higher VIP tiers when appropriate, aligning with the client's specific ROI and retention objectives. • Behavioral Monitoring: Track player behavior within the client's ecosystem and act swiftly on key triggers like deposits, withdrawals, wins, and losses. • Operational Coordination: Collaborate seamlessly with internal VIP Managers, Support, and Payments teams to ensure a frictionless experience for the client's user base. • Campaign Execution: Execute data-driven retention campaigns and reward offers on behalf of the client, rigorously tracking performance and reporting outcomes to stakeholders. • Lifecycle Communication: Maintain timely, proactive communication with players based on their platform activity to foster ongoing loyalty to our client's products.

The duties and responsibilities described in this job description are not a comprehensive list and as such additional tasks may be assigned to the employee from time to time; The scope of the job may also be subject to change as necessitated by business demand.

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