Loyalty Manager

About the role

Bullfinch Recruitment is recruiting a Loyalty Manager for a high-growth social gaming business that delivers innovative, scalable products to a global player base. The role combines proactive outreach, bespoke offer creation and customer service, acting as the main advocate for players.

Key responsibilities

• Drive revenue and retention with regular outbound calls to top-tier players, presenting tailored offers that convert.
• Act as the primary advocate and concierge for players, building trust so conversations feel natural rather than transactional.
• Design and pitch unique rewards and incentives based on player preferences and play patterns.
• Identify what each player needs and address it directly, turning every interaction into a relationship-building moment.
• Resolve player queries about rewards, loyalty programmes and account benefits quickly, acting as a subject matter expert.
• Monitor and facilitate withdrawal requests so they are handled smoothly and in order of priority.
• Work with internal teams so player feedback is heard and fed back into future offer strategy.

Required profile

• Sales mindset: comfortable with outbound calling and confident guiding players toward offers that benefit them.
• Prior experience in customer service or player-facing support roles, with an empathetic approach to resolving issues.
• Fluent in English, able to communicate with confidence, empathy and persuasion by phone and in writing.
• Reliable, accountable and discreet, able to make informed decisions on custom rewards and requests within company guidelines.