Manager, Loyalty Programs

• Own the end -to -end loyalty program structure for two brands, including:
  
• Tier levels and progression logic
  
• Points earning rules and multipliers
  
• Tier -up and retention mechanics
  
• Reward types and benefit structures
  
• Define and continuously refine multipliers and thresholds to ensure tier progression feels rewarding without excessive reinvestment.
  
• Design benefits that are meaningful to players while remaining cost -efficient (e.g. bonuses, perks, experiences, non -cash rewards).
  

• Own the reinvestment economics of the loyalty programs.
  
• Model and monitor the cost vs. value of loyalty benefits by tier and player segment.
  
• Ensure total loyalty reinvestment stays within agreed targets and does not negatively impact margins.
  
• Identify and mitigate abuse, over -redemption, or cost leakage, especially at higher tiers.
  
• Work closely with Finance and CRM to validate assumptions and outcomes.
  
  

• Track and analyze loyalty KPIs including: 
  
• Tier distribution and migration
  
• Incremental turnover and retention uplift
  
• Cost per tier and per benefit
  
• Total reinvestment% by brand and VIP level
  
• Use data to make informed adjustments to mechanics and benefits.
  
• Produce clear insights and recommendations for the CRM Director and senior stakeholders.
  

• Partner closely with:
  
• CRM (campaigns, communications, execution)
  
• Product / Platform (implementation of mechanics)
  
• BI/ Analytics (reporting and modeling)
  
• Finance (cost control and forecasting)
  
• Ensure loyalty mechanics are clearly understood and consistently applied across both brands.
  
• Reporting Line Reports directly to the CRM Director, working closely with Bl, Finance, Product, and Brand teams across both brands
  

Requirements

• 5 -8+ years of experience in loyalty, CRM, retention, or commercial roles.
  
• Strong understanding of loyalty program mechanics, especially points, tiers, and reward economics.
  
• Highly data -driven and commercially minded, comfortable working with numbers, assumptions, and trade -offs.
  
• Experience managing reinvestment, bonuses, or incentive structures.
  
• Background in online gambling / gaming is strongly preferred.
  
• Experience working with multiple brands or complex segmentation is a plus.
  
• Able to balance player attractiveness with financial discipline.
  
• Detail -oriented, structured, and comfortable challenging assumptions