Loyalty Experience Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Loyalty Experience Manager based in Brazil.

This role is centered on delivering premium, high-touch experiences to a portfolio of the organization’s most valuable and loyal users. You will act as the primary point of contact for top-tier players, ensuring they feel recognized, supported, and consistently engaged. The position blends relationship management, customer advocacy, and personalized service in a fast-paced digital environment. You will proactively connect with users, anticipate their needs, and ensure every interaction reflects a high standard of care and attention. Working closely with internal teams, you will help shape and elevate the overall loyalty experience. This is a highly impactful role where your ability to build trust and deliver tailored solutions directly influences user satisfaction and retention.

• Manage a portfolio of high-value users, acting as their primary contact and trusted advisor to ensure long-term engagement and loyalty.
• Conduct proactive outreach through phone and digital channels to check in, gather feedback, and enhance the overall user experience.
• Handle inquiries related to loyalty programs, rewards, and account benefits, ensuring fast, accurate, and professional resolution.
• Oversee and support user transactions such as withdrawals, ensuring a smooth, prioritized, and reliable process.
• Design and deliver personalized rewards and incentives based on user behavior, preferences, and engagement patterns.
• Advocate for users internally by sharing feedback and collaborating with cross-functional teams to improve services and touchpoints.
• Maintain detailed records of interactions, ensuring consistency, accuracy, and continuity in user management.

---

Requirements:

• Strong interpersonal and communication skills with fluency in English, both written and spoken.
• Proven experience in customer success, account management, VIP support, or relationship-driven roles.
• High level of accountability with the ability to own issues end-to-end and deliver consistent follow-through.
• Service-oriented mindset with a passion for delivering exceptional, personalized customer experiences.
• Strong judgment and discretion when handling user requests, rewards, and sensitive situations.
• Excellent organizational skills with the ability to manage multiple high-priority accounts simultaneously.
• Ability to thrive in a fast-paced, high-growth, and performance-driven environment.

---

Benefits:

• Competitive compensation package aligned with experience.
• Fully remote flexibility within Brazil.
• Opportunity to work closely with high-value users in a premium, relationship-focused role.
• Exposure to a fast-paced, international, high-growth environment.
• Performance-driven culture with real impact and ownership from day one.
• Opportunities to participate in team events and industry-related experiences.
• Strong autonomy and trust-based work culture with minimal bureaucracy.
• Inclusive environment that values diverse backgrounds and non-traditional career paths.