CRM Lead of Bonus & Gamification

As part of our continued growth, Neo Group is recruiting on behalf of our partners, leveraging our network of 1,400 talented professionals across 10+ countries. Together, we are committed to delivering innovative, data-driven solutions that empower our clients and foster professional growth within a dynamic and collaborative workplace.

We are on the lookout for a CRM Lead of Bonus & Gamification to join the partner's CRM Team.

Role overview

Unlock your full potential as a CRM Lead of Bonus & Gamification. Neo Group is a B2B services company, recruiting on behalf of our partners. In this role, you will manage and optimize bonus and loyalty mechanics in Smartico, from setup and launch to ongoing performance. You won't just be configuring mechanics; you will be leading a team of specialists, working closely with Product, Tech, and CRM teams to make sure mechanics, triggers, and rewards work smoothly, tracking key performance metrics to identify opportunities for improvement, and maintaining clear documentation of configurations and logic. If you have hands-on Smartico experience and a data-driven mindset, we would love to hear from you!

What we want you to do:

• Team Leadership: Lead, mentor and develop a team of specialists responsible for bonus and gamification mechanics, setting priorities, distributing tasks and ensuring high-quality delivery.
• Product & Bonus Mechanics Setup: Configure, deploy, and manage product-integrated bonus and loyalty mechanics (tournaments, mini-games, wheel of fortune, gamification levels, etc.).
• VIP Promotions & Special Offers: Plan and launch exclusive promotions, personalized offers, and special campaigns for the VIP and Super VIP segments, in collaboration with VIP managers and CRM.
• Campaign Planning & Calculation: Plan promotional campaigns and calculate their economics in advance (bonus cost, expected payout, ROI, and EV), ensuring mechanics are profitable and aligned with business goals.
• End-to-End Loyalty Operations: Oversee the full lifecycle of gamification mechanics built into the product via Smartico, ensuring proper trigger setups and reward delivery.
• Coordinate with Product & Tech: Work closely with Product, Tech, and CRM teams to ensure seamless integration, smooth event tracking, and scalability of Smartico mechanics.
• Analyze & Optimize Performance: Track key metrics (engagement, participation, redemption rates, retention, LTV) and propose data-driven improvements to active mechanics.
• Maintain Documentation: Keep detailed documentation of Smartico configurations, logic, triggers, and payload requirements to ensure transparency and replicability.

Requirements

• Team Management Experience: Proven experience leading a team (setting goals, managing workload, coaching, and performance reviews), ideally in CRM or marketing.
• Hands-on Smartico Experience: Proven hands-on experience in configuring and launching bonus mechanics, gamification, and loyalty systems via Smartico is a must.
• VIP Segment Experience: Experience working with VIP and high-value customer segments, including planning and running special promotions, personalized bonuses, and retention campaigns for them.
• VIP Program & Loyalty Level Design: Experience designing tiered VIP programs and loyalty levels, including defining level criteria, benefits, and progression logic.
• Bonus & Gamification Expertise: Deep understanding of product-integrated bonus mechanics, bonus engines, and user engagement tools.
• Campaign Planning & Financial Modeling: Strong skills in planning promo campaigns and calculating their cost, risks, and expected return (bonus conditions, margin, bonus abuse risks).
• Cross-Team Collaboration: Proven track record of working closely with Product, Tech, CRM, BI, and VIP teams.
• Analytical Mindset: Ability to interpret performance metrics and optimize promo/gamification performance based on data.
• Structured & Detail-Oriented: Strong focus on campaign integrity, QA testing of mechanics, and managing complex multi-trigger setups.

Benefits

• Enjoy 5 health days to focus on your well-being.
• Take advantage of 25 paid calendar vacation days to explore, relax, and unwind.
• Get a $30 net per month sports compensation to stay active and healthy.
• Benefit from top-notch medical insurance for peace of mind.
• Indulge in a variety of snacks available in the office.
• Join us for exciting corporate events that foster team spirit and fun!