Location: Onsite, Manila, Philippines

Role Overview:
The Loyalty Program Manager is responsible for designing, managing, and optimizing the loyalty program mechanics for two brands, ensuring they are both attractive to players and financially sustainable.

Reporting to the CRM Director, this role owns the economics, structure, and rules of the loyalty programs—including tiering, multipliers, benefits, and rewards—with a strong focus on balancing player value and reinvestment efficiency.

This is a commercial and analytical role, not a creative or communications role.

Job Responsibilities:

Loyalty Program Design & Optimization

• Own the end-to-end loyalty program structure for two brands, including:

1. Tier levels and progression logic

2. Points earning rules and multipliers

3. Tier-up and retention mechanics

4. 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).

Reinvestment & Commercial Control

• 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.

Data & Performance Analysis

• Track and analyze loyalty KPIs including:

1. Tier distribution and migration

2. Incremental turnover and retention uplift

3. Cost per tier and per benefit

4. 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.

Cross-Functional Collaboration

• Partner closely with:

  1. CRM (campaigns, communications, execution)

  2. Product / Platform (implementation of mechanics)

  3. BI / Analytics (reporting and modeling)

  4. Finance (cost control and forecasting)

• Ensure loyalty mechanics are clearly understood and consistently applied across
  both brands.

The Sucessful Candidate:

• 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.

How You’ll Work:

• Commercial-first, not promotional-first.

• Data-led and pragmatic.

• Focused on sustainable growth rather than short-term generosity.

• Comfortable making decisions with incomplete data and refining over time.

What Success Looks Like:

• Loyalty programs that are clearly differentiated and appealing to players.

• Controlled and predictable reinvestment levels across all tiers.

• Healthy tier progression without excessive cost concentration at the top.

• Clear visibility into loyalty ROI and reinvestment efficiency.

• Reduced abuse and better alignment between loyalty spend and player value.

Interested?

If the position has caught your attention and you wish to apply, please upload your CV along with your contact info. If you want to know more about the position.

SmartRecruitment.com is our responsible recruitment partner for this position, they are a consultancy firm within recruitment/head-hunting. SmartRecruitment.com support their clients in recruiting iGaming & Crypto experts globally.