As part of our continued growth, Neo Group is recruiting on behalf of one of our local partners, leveraging our network of 1,400 talented professionals across 10+ countries. Together, we are committed to delivering innovative, data-driven solutions that empower our clients and foster professional growth within a dynamic and collaborative workplace.

We are on the lookout for a Loyalty Manager to coordinate the work of our company.

Role overview:

As a Loyalty Manager, you’ll build relationships with potential and existing VIP customers, helping improve their engagement and retention. You’ll communicate with customers through calls, email, and chat, monitor their activity, and offer relevant rewards and promotions.

You’ll also identify opportunities to reactivate customers and grow their loyalty, while working closely with VIP Managers, Support, and Payments teams.

Responsibilities:

• Customer Management: Manage a portfolio of potential and existing VIP customers and build long-term relationships with them.
• Customer Communication: Communicate with customers through calls, email, and chat, building trust and maintaining regular contact.
• Reactivation & Upselling: Reactivate inactive customers, identify upselling opportunities, and escalate customers to VIP level when appropriate.
• Customer Monitoring: Monitor customer behaviour and key activity triggers.
• Retention Campaigns: Execute retention campaigns and reward offers, track their performance, and identify opportunities for improvement.
• Timely Communication: Maintain regular and timely communication based on customer activity and engagement.
• Cross-Functional Collaboration: Work closely with VIP Managers, Support, and Payments teams to resolve issues and support customer retention.

Requirements

• Experience: Previous experience in Customer Support, Sales, Retention, or a similar customer-facing role.
• Analytical Skills: Confidence working with performance KPIs, customer activity reports, and dashboards.
• Communication Skills: Strong written and verbal communication skills in Russian and English at B1 level or higher.
• Customer Engagement: Ability to build trust, maintain meaningful relationships, and use basic sales techniques without relying heavily on bonus incentives.
• Technical Skills: Comfortable working with CRM tools, Intercom, Slack, and reporting dashboards.
• Personal Skills: Proactive, self-organized, and able to manage a high volume of customers in a fast-paced environment.

Nice to have:

• VIP & Retention Experience: Previous experience working with VIP customers or in customer retention.
• Market Knowledge: Understanding of customer behaviour and market-specific preferences.
• Fast-Paced Environment: Experience working in a performance-driven environment with clear targets and KPIs.

Benefits

• Enjoy 5 health days to focus on your well-being.
• Take advantage of 25 paid calendar vacation days to explore, relax, and unwind.
• Get a $30 net per month sports compensation to stay active and healthy.
• Benefit from top-notch medical insurance for peace of mind.
• Indulge in a variety of snacks available in the office.
• Join us for exciting corporate events that foster team spirit and fun!