[Hiring] Loyalty Experience Manager @Bullfinch Recruitment

Role Description

As an Loyalty Experience Manager, you will be the dedicated point of contact for our most loyal players. This is a high-impact, relationship-driven role where your primary objective is to provide a premium experience for our most loyal players amongst the community. You will be building genuine rapport, anticipating needs, and ensuring our most valued users feel recognized and rewarded.

• Relationship Management: Act as the primary advocate and concierge for a portfolio of top-tier players, maintaining regular contact via phone and digital channels to ensure long-term loyalty.
• Proactive Outreach: Conduct outbound calls to check in with players, offer reassurance, and gather feedback to ensure their experience remains world-class.
• Query Resolution: Act as the subject matter expert for all player inquiries regarding rewards, loyalty programs, and account benefits, providing swift and professional resolutions.
• Transaction Oversight: Monitor and facilitate withdrawal requests for your players, ensuring a smooth, prioritized, and efficient experience.
• Bespoke Offerings: Use your knowledge of player preferences to create and deliver unique, tailored rewards and incentives that resonate with their specific interests.
• Player Advocacy: Collaborate with internal teams to ensure your players' feedback is heard and that their specific needs are met across all touchpoints of the business.

Qualifications

• Fluent in English who can communicate with confidence and empathy over the phone and via written channels.
• You take pride in owning a problem from start to finish. You are reliable and follow through on every promise made to a player.
• You enjoy going the extra mile to turn a standard interaction into a memorable experience.
• Ability to make informed decisions regarding custom rewards and player requests within company guidelines.
• Capable of managing multiple player accounts and requests simultaneously without losing focus on detail or quality.

Benefits

• Experience our high-pace, high-growth culture where every challenge sharpens your skills and pushes boundaries.
• Complete ownership and accountability to build something extraordinary from scratch—setting new industry standards while seeing direct impact from day one.
• Ego-free collaboration where your ideas count in a flat hierarchy.
• Meaningful rewards and flexibility—competitive incentives, team trips to gaming expos, and autonomy to work in ways that suit you while meeting ambitious goals.

Equal Opportunities

We hire for skills, drive, and fresh thinking—nothing else. Your background, career path, or personal characteristics will never be barriers here. Non-traditional journeys welcome—diverse perspectives fuel our innovation and edge.