Loyalty Manager

The Job in a Nutshell

We're looking for a Loyalty Manager to be a part of our Loyalty VIP team here in Latin America. You'll work closely with the head of Loyalty & VIP as an integral member of our collaborative and supportive leadership team. In this role, you'll have real ownership of the VIP journey while staying hands on shaping strategy, building meaningful customer relationships, and using data to create premium experiences that drive long term loyalty.

A Sneak Peek into Your Role

• Identify and develop VIP customers across Latin American markets.
• Design and implement strategies to drive VIP retention, engagement, and lifetime value.
• Segment customer bases to support targeted VIP and loyalty initiatives.
• Build and maintain strong, professional relationships with VIP customers.
• Act as the primary point of contact for VIP queries and escalations, including outside standard business hours when required.
• Deliver a consistently high-quality and personalized VIP experience across all customer touch points.
• Develop and execute VIP communication strategies and bonus frameworks.
• Collaborate closely with CRM teams to align campaigns, offers, and events.
• Ensure full compliance with Responsible Gaming standards and local regulatory requirements.
• Plan and manage VIP events and experiences across Latin America.
• Support local events and sponsorship initiatives in coordination with marketing teams.
• Work cross functionally with Marketing, Services, BI, and Loyalty teams to ensure consistent VIP operations.
• Contribute to the continuous improvement of Responsible Gaming tools and processes.
• Monitor, analyze, and report on VIP and loyalty KPIs regularly to the head of department.
• Leverage data insights to optimize VIP strategies while maintaining profitability and sustainability.

You're good at

• Taking initiative and working independently with confidence and accountability.
• Building strong relationships and communicating effectively with a wide range of stakeholders.
• Putting the customer first and delivering premium, high quality experiences.
• Staying calm, professional, and solutions focused in high pressure or escalation situations.
• Managing details, priorities, and performance with structure and discipline.
• Adapting quickly, focusing on results, and continuously improving how things are done.

Key Competencies

• Higher education in Journalism, Ingeniería Comercial, Ingeniería Civil, or a related field.
• Minimum 1 year of experience in VIP or loyalty management, or 3+ years of experience in iGaming.
• Proven ability to manage high value customers within iGaming or service driven environments.
• Demonstrated experience in planning and delivering premium customer experiences, including events and hospitality.
• Strong understanding of incentive, reward, and benefit structures with effective cost control.
• Solid analytical capability, with hands on experience tracking KPIs and producing performance reports.
• Familiarity with sports, casino, or gaming related content is considered an advantage.
• Full professional fluency in Spanish and English, both written and spoken.

Think of this job ad as more of a friendly guide than a rigid 'must-have' list. We're well aware that no one will tick all the boxes, so feel free to apply even if you're not a perfect match – we love close matches too

Our Benefits, Your Happiness

• Take care of yourself with monthly reimbursement for sports or health activities.
• Grow your skills with a training allowance you can spend on courses or workshops you choose.
• Be part of the most legendary events and make amazing connections with colleagues from across the entire company.
• We foster innovation and independence while celebrating success in a multicultural and diverse company, where you'll work alongside people from around the globe.
• ..plus, if you're not already a pro, we'll teach you how to play poker

Recruitment flow

• Home Assignment - Phone Screening Interview - First Interview - Second Interview - Background check - Offer
• Start date: March 2nd 2026
• Open to all candidates in Santiago, Chile.
• Applications are open until we find the one,take the leap and apply now
• Enjoy the perfect balance of collaboration and flexibility with our 4+1 work approach: 4 days on-site, 1 day remote.

We are an equal-opportunity employer, and we value diversity. Our diverse backgrounds, experiences, characteristics, and traits make us better at serving customers. So please, come as you are

Location

Santiago, Chile

Coolbet is an award-winning gaming company offering sportsbook, casino, and poker experiences in 8 countries across 3 continents. Owned by Sega Sammy Creation, we combine innovative technology with a passion for excellence to deliver top-quality entertainment directly to players, while also providing advanced B2B solutions to operators in the US. With a diverse team of 1100+, including around 300 based at our Tallinn HQ, representing more than 50 nationalities, we're shaping the future of gaming through continuous product development, a collaborative culture, and a strong commitment to responsible play. Find out more about Coolbet