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.
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 build relationships with potential and existing VIP accounts, helping improve their engagement and retention. You won't just be managing a contact list; you will communicate through calls, email and chat, monitor account activity, offer relevant rewards and promotions, and identify opportunities to reactivate accounts and grow their loyalty, working closely with VIP Managers, Support and Payments teams. If you have experience in customer support, sales or retention, communicate well in Russian and English, and are comfortable working with KPIs and CRM tools, we would love to hear from you!
What we want you to do:
- Account Management: Manage a portfolio of potential and existing VIP accounts and build long-term relationships with them.
- Account Communication: Communicate with account holders through calls, email and chat, building trust and maintaining regular contact.
- Reactivation & Upselling: Reactivate inactive accounts, identify upselling opportunities, and escalate accounts to VIP level when appropriate.
- Account Monitoring: Monitor account behaviour and key account 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 account activity and engagement.
- Cross-Functional Collaboration: Work closely with VIP Managers, Support and Payments teams to resolve issues and support account retention.
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
- Experience: Previous experience in Customer Support, Sales, Retention, or a similar account-facing role.
- Analytical Skills: Confidence working with performance KPIs, account activity reports, and dashboards.
- Communication Skills: Strong written and verbal communication skills in Russian and English at B1 level or higher.
- Account 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 accounts in a fast-paced environment.
- Nice to have:
- VIP & Retention Experience: Previous experience working with VIP accounts or in account retention.
- Market Knowledge: Understanding of account 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!