Loyalty Manager

About the role

As a Loyalty Manager you will be responsible for acquiring, developing and retaining high‑value VIP customers for Coolbet. You will design personalised experiences, bonuses and communication strategies that increase customer lifetime value and support the growth of the VIP and Loyalty programme.

Key responsibilities

• Identify and onboard high‑value customers through data analysis, partnerships, referrals and targeted marketing campaigns.
• Monitor acquisition performance and continuously optimise onboarding journeys.
• Build and maintain strong relationships with VIP customers via proactive communication, tailored offers and premium service.
• Track and analyse loyalty metrics such as retention, churn, CLV and bonus efficiency to improve profitability.
• Develop personalised communication and bonus strategies in collaboration with CRM teams, ensuring segmentation and regulatory compliance.
• Work cross‑functionally with regional and local teams, strengthen partner relationships and organise exclusive VIP events.
• Maintain accurate customer records while ensuring full compliance with GDPR and local data‑protection regulations.

Required profile

• Minimum 1 year experience in loyalty, VIP, relationship or key‑account management, or 3+ years in a customer‑facing role within the iGaming industry.
• Proven track record of acquiring, onboarding and managing high‑value customers.
• Bachelor’s degree in Marketing, Business Administration or a related field.
• Fluent in English and Spanish with excellent written and verbal communication skills.

Required skills

• Strong analytical ability to track KPIs and derive actionable insights.
• Experience working with CRM platforms and managing customer data.
• Knowledge of GDPR and other data‑privacy regulations.