In this role, you will play a key role in acquiring, developing, and retaining our high-value customers by delivering personalised experiences that strengthen long-term loyalty and customer engagement. You will take ownership of a portfolio of VIP customers, building trusted relationships while creating tailored communication, bonus, and retention strategies that maximise customer lifetime value and support business growth.

Working closely with the Regional Loyalty Lead, CRM, Marketing, Country Managers, and other cross-functional teams, you will use customer insights, data, and market knowledge to deliver exceptional customer experiences across your market. This role combines relationship management, strategic thinking, data-driven decision-making, and commercial awareness, giving you the opportunity to influence customer loyalty, optimise performance, and contribute to the continued growth of Coolbet's VIP and Loyalty program.

Core responsibilities

• Identify and onboard high-value customers through data analysis, partnerships, referrals, and targeted marketing campaigns. Monitor acquisition performance and optimize onboarding journeys.

• Build strong relationships with VIP customers through proactive communication, personalized offers, churn prevention strategies, and premium customer service.

• Track and analyze key loyalty metrics (retention, churn, customer lifetime value, bonus efficiency) and use insights to improve profitability and customer engagement.

• Develop personalized communication and bonus strategies, collaborate with CRM teams, segment customers effectively, and ensure compliance with Responsible Gaming and regulatory requirements.

• Work cross-functionally with regional and local teams, strengthen partner relationships, and organize VIP events and exclusive customer experiences.

• Maintain accurate customer records while ensuring full compliance with GDPR and local data protection regulations.

Experience and key competencies

• Minimum 1 year of experience in Loyalty, VIP, Relationship Management, or Key Account Management, or 3+ years in a customer-facing role within the iGaming industry.

• Proven experience acquiring, onboarding, and managing high-value customers while developing long-term customer relationships.

• Experience designing and managing personalized rewards, incentives, and bonus programs with strong budget and cost control.

• Strong analytical skills with experience tracking KPIs, performance reporting, customer insights, and using data to drive business decisions.

• Experience working with CRM platforms and customer data management, ensuring compliance with data governance and privacy requirements.

• Strong understanding of the local iGaming market, competitors, and customer behavior. Familiarity with sports betting, casino, or gaming products is highly desirable.

• Bachelor's degree or equivalent higher education in Marketing, Business Administration, or a related field.

• Fluent in both English and Spanish, with excellent verbal, written, presentation, and interpersonal communication skills.

• Highly organized with exceptional attention to detail, strong planning skills, and the ability to balance strategic thinking with hands on execution.

• Self motivated, proactive, solution oriented, and confident in making decisions within a fast-paced, deadline driven environment.

• Adaptable and able to build strong relationships across diverse teams, stakeholders, clients, and corporate cultures.

• Flexible to work outside standard business hours when required and willing to travel to host VIP customers, attend events, and support business initiatives.

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

• Prioritize your wellbeing with a monthly sports and wellness allowance, available after successfully completing your probation period.

• Invest in your professional growth with an annual training budget that can be used for courses, certifications, workshops, and learning opportunities relevant to your role.

• Enjoy transportation and meal allowances, paid directly through payroll to support your daily commute and workday.

• Be part of the most legendary events and make amazing connections with colleagues from across the entire company.

• Thrive in a diverse, multicultural environment where innovation and new ideas are welcomed, independence is encouraged, success is celebrated, and you'll have the freedom to make a real impact alongside talented people from across the globe.

• ..plus, if you're not already a pro, we'll teach you how to play poker!

Recruitment flow

• Interview - Second Interview - Home assignment - Final Interview - Background check - Offer

• Start date: Thursday 1st October 2026

• Open to candidates based in Santiago, Chile

• Applications are open until we find the one - take the leap and apply now!

We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, marital status.

Location

Santiago, Chile

Coolbet is an award-winning gaming company delivering both B2C and B2B platforms across international markets. We offer sportsbook, casino, and poker experiences to players in 8 countries across 3 continents and provide advanced B2B solutions to operators in the US. Part of the Sega Sammy Creation gaming segment, our core team of 500+ experts collaborates across borders to create world-class experiences for both players and operators. With a strong presence at our Tallinn HQ, home to a diverse team representing over 50 nationalities, we bring different perspectives together to shape the future of gaming through continuous product development, a collaborative culture, and a strong commitment to responsible play. Find out more about Coolbet!