😄 About us:

At FUNNZ we create and fully manage premium iGaming brands.
We have offices in Malta🇲🇹 and Marbella🇪🇸, powered by highly experienced teams with a wealth of industry knowledge. We believe in giving our teams accountability and autonomy, trusting in their expertise and best judgment to continuously learn and provide the best gaming experience to our players.

⬇️ About the Role

As a Loyalty Specialist, you are the voice of our brand and the primary guardian of our Nordic player community. This isn't a traditional support role; it is a dynamic, high-energy position focused on building long-term relationships, reducing churn, and ensuring our players feel valued, heard, and entertained.

Reporting to the Head of Loyalty, you will blend creative communication with data-driven retention tactics to keep our most valuable players in the Nordic markets engaged, valued, and growing in lifetime value.

✅ What You’ll Do:

• Relationship Building: Monitor and respond to inbound contact requests from loyalty players, primarily in the Nordic market. You act as the first point of contact for loyalty-related queries, providing a "concierge-style" experience that goes beyond standard support.
  

• Personalized Outreach: Execute outbound loyalty campaigns via email, SMS, and phone to re-engage inactive players and reward our most loyal players.
  

• Bonus Management: Issue manual rewards, bonuses, and "surprise and delight" gifts based on player activity and predefined loyalty segments.

• Content Excellence:Write and proofread promotional content in Nordic languages, ensuring the tone is natural, engaging, and perfectly suited for the local market.
  

• Market Insights:Stay up-to-date with Nordic holidays, sporting events, and cultural trends to help the team create timely and relevant campaigns.
  

• Competitor Monitoring: Keep an eye on what other operators are doing in your responsible market, to ensure our loyalty offering remains the most competitive in the market.

• Knowledge Base Contribution: Help you team update internal documentation and FAQs specifically for the the Nordic market.
  

• Feedback Loop: Document player feedback and pain points systematically to help our Product team improve the user experience.
  

• Compliance: Ensure all player interactions and promotions strictly follow Responsible Gaming guidelines.

🕵🏻 Is it YOU we’re looking for:

• Excellent communication skills, both written and verbal

• Proven experience in customer support

• Strong knowledge and understanding of Responsible Gaming (RG) and Anti-Money Laundering (AML) practices.
  

🤩 Nice to Have:

Proven experience in VIP

✨What’s in it for you?

Volunteer Time 🙌

🇲🇹 Please note that this position is based in our office in Malta.