Loyalty Manager

Job description

Bullfinch Recruitment are proud to be partnering with a high-growth social gaming business, delivering innovative, scalable products to a global player base, who are looking for a Loyalty Manager to join their team. What you'll do: Proactive Outreach: Drive revenue and retention by conducting regular outbound calls to your portfolio of top-tier players, identifying opportunities to deepen engagement and present tailored offers that convert. Relationship Management: Act as the primary advocate and concierge for your players, building the trust and rapport that makes every sales conversation feel natural rather than transactional. Bespoke Offer Creation: Use your knowledge of player preferences and play patterns to design and pitch unique, tailored rewards and incentives, treating every offer as a sales opportunity to increase player value and loyalty. Needs-Based Selling: Proactively identify what each player needs, whether that's reassurance, a specific reward, or a resolution and address it directly, turning every interaction into a chance to strengthen the relationship and drive results. Query Resolution: Draw on strong customer service instincts to act as the subject matter expert for player inquiries regarding rewards, loyalty programs, and account benefits, resolving issues swiftly so trust stays intact and the door stays open for the next offer. Player Requests: Monitor and facilitate withdrawal requests for your players, ensuring a smooth, prioritized experience that reinforces confidence in the relationship. Player Advocacy: Collaborate with internal teams to ensure player feedback is heard and their needs are met across all touchpoints feeding insights back into future offer strategy. What we're looking for Sales Mindset: A natural at spotting opportunities in conversation and confidently guiding players toward offers that genuinely benefit them, comfortable with outbound calling as a core part of the role. Customer Service Background: Prior experience in a CS or player-facing support roles, with a demonstrated ability to attend to player needs, resolve issues empathetically, and turn problems into positive outcomes. Interpersonal Excellence: Fluent in English, able to communicate with confidence, empathy, and persuasion over the phone and via written channels. Accountability: You take pride in owning a problem and an opportunity from start to finish. Reliable, and you follow through on every promise made to a player. Discretion & Judgment: Ability to make informed decisions on custom rewards and player requests within company guidelines, balancing player satisfaction with commercial impact.