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

Unlock your full potential as a Loyalty Manager. Neo Group is a B2B services company, recruiting on behalf of our partners. In this role, you will look after a portfolio of French-speaking VIP accounts for one of our partners, acting as their trusted point of contact. You won't just be answering requests; you will be building long-term relationships, monitoring account activity, running targeted retention campaigns and moving accounts up the VIP tiers in line with the partner's retention and ROI goals. If you are fluent in French and English, comfortable working with KPIs, and passionate about delivering a premium customer experience, we would love to hear from you!

What we want you to do:

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

Requirements

• Proven experience in customer service, CRM, or user engagement.
• Excellent communication skills, both written and verbal, in French and English.
• Ability to build trust with account holders without relying on excessive bonuses.
• Familiarity with the iGaming industry 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.

This is a fantastic opportunity to join a growing team and make a direct impact on our international markets. If you're a skilled relationship-builder with a passion for customer experience, we encourage you to apply.

Benefits

Being part of Neo Group means more than just a job. It's about being a part of a vibrant community with over 40 nationalities across 10 global locations. As we embrace a thrilling phase of hyper-growth and scale-up, our success is fueled by the diversity and talent of our team—potentially including you!

Explore Neo Group Further:
For more details about life and careers at Neo Group, visit our Career Website, connect with us on Instagram, and engage with us on LinkedIn.

Ready to redefine the future of B2B services with us? Apply today and become a part of something truly spectacular!