Loyalty Manager

This is a fully remote position, open to applicants in Germany.

📋 Description

• Make regular outbound calls to high-value players to enhance revenue and maintain retention.

• Spot opportunities to increase player engagement and offer personalized deals.

• Establish trust and rapport as the primary advocate and concierge for players.

• Create and present distinctive, customized rewards and incentives aligned with player preferences and gaming habits.

• Actively identify and meet player needs, providing reassurance, rewards, or solutions.

• Address player inquiries related to rewards, loyalty programs, and account benefits.

• Oversee and manage player withdrawal requests.

• Work in conjunction with internal teams to ensure player feedback is acknowledged and their needs are fulfilled.

• Contribute player insights to inform future offering strategies.

⛳️ Requirements

• Proficient in English.

• Previous experience in customer service or roles involving direct player support.

• Proven ability to address player needs, resolve issues with empathy, and convert challenges into positive experiences.

• Comfortable with outbound calling as a fundamental aspect of the position.

• Capable of communicating with confidence, empathy, and persuasion through phone and written interactions.

• Competent in taking ownership of issues and opportunities from inception to resolution.

• Dependable and committed to following through on every promise made to a player.

• Skilled in making informed decisions regarding custom rewards and player requests, adhering to company guidelines.

• Able to balance player satisfaction with the commercial impact.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health benefits package.

• Opportunities for professional development and career advancement.

• A dynamic and supportive team environment.

• Flexible work hours and work-from-home options available.