Loyalty Manager (Greek Market)
Job Overview
Are you passionate about building strong relationships with players? We're expanding our VIP team and looking for a dedicated Loyalty Manager to join us. This role is a unique blend of VIP account management and player retention, focusing on a high-value cohort of international players.
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 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.