Loyalty & Engagement Associate Manager

Location: Rome, Milan, Porcari (LU)

About us

Flutter, the world’s largest online sports betting and iGaming group listed on the London and New York stock exchanges, is home to the Southern Europe & Africa (SEA) region, featuring iconic brands like Sisal, Snai and PokerStars, a globally loved brand that embodies innovation and ambition, with significant growth potential in a dynamic market.

Your team

The Customer Value Management mission is to maximize the lifetime value of Snai’s Online customer base through engagement and promotional strategies tailored to different segments, and by delivering a seamless and engaging customer experience across all touchpoints, while providing actionable business insights and ensuring robust data governance for the online domain.

Your role

As a Loyalty & Engagement Associate Manager, you will support the design, implementation, and continuous improvement of loyalty programs and customer engagement initiatives across online channel.

You will work closely with cross-functional teams to ensure programs deliver value to customers, drive engagement, and meet business objectives. You will turn insights into actionable initiatives, creating engaging experiences, and driving the evolution of the loyalty strategy.

What you’ll do

§  Loyalty Program Design & Strategy

• Assist in designing and refining the online loyalty program, including objectives, mechanics, reward structures, and feasibility assessments (economic and technical).

• Support the continuous evolution of the loyalty strategy through benchmarking, customer insights, and analysis of engagement trends.

• Collaborate with Snai Commercial team to define a unified strategy for engaging the online customer base.

• Help identify opportunities for personalization and tailored experiences within the loyalty program to maximize customer satisfaction and retention.

§  Program Implementation & Launch

• Act as a contributor to the Loyalty Agile Team, supporting backlog refinement, requirement finalization, and prioritization of activities for planning, testing, and delivery.

• Coordinate with internal stakeholders (Product, IT, Marketing, Responsible Gaming, Legal, Compliance) to support requirement definition, implementation, and launch activities.

• Assist in defining and executing online program launch and communication plans with the Marketing team, ensuring alignment with broader brand and commercial goals.

§  Engagement Campaigns & Initiative

• Support the planning and execution of awareness and engagement campaigns across online channels, collaborating with the Marketing team to maximize reach and impact.

• Contribute to targeted campaigns informed by customer behavior and analytics to increase loyalty program participation and engagement.

• Support the Loyalty Missions marketing plan to provide a diverse range of gamified and rewarding experiences for customers.

• Collaborate with CVM and Responsible Gaming teams to support retention, cross-sell, and responsible deposit objectives.

• Work with the Community team to reward and incentivize active participation within the online customer community.

§  Monitoring, Reporting & Optimization

• Track loyalty program KPIs (engaged customers, loyalty transactions, bonus spending, CSI) and suggest actionable improvements.

• Monitor the evolution of program resources (e.g., points fund, bonus allocation) and contribute to strategies to mitigate risk and maximize effectiveness.

• Support the design, implementation, and maintenance of dashboards and executive reporting to track program performance.

• Prepare insights and presentations for management to inform decision-making and drive continuous improvement.

What you’ll bring

• Previous experience in digital loyalty, customer engagement, CRM, CVM, marketing, or product-related roles, preferably within online gaming, betting, entertainment, e-commerce, digital platforms, or other highly regulated and data-driven industries.

• Strong organizational and coordination skills, with the ability to manage multiple projects and stakeholders simultaneously.

• Analytical mindset, with experience in customer behavior analysis, campaign performance tracking, and KPI reporting.

• Strong problem-solving skills and attention to detail, with the ability to translate insights into actionable initiatives.

• Excellent communication and collaboration skills to work effectively across cross-functional teams and contribute to executive-level reporting.

• Proactive, structured, and execution-oriented, with the ability to contribute to both strategic planning and day-to-day delivery in complex, fast-paced environments.

• Fluency in English is required; knowledge of Italian or additional languages is considered a plus.

• Degree in Economics, Business Administration, Marketing, Management, Engineering, or a related field.

Why choose us

• Permanent contract​ with Hybrid Work.

• A dynamic environment within the world’s largest online gaming group.

• Opportunities for learning, growth and cross-country collaboration.

• Meal allowance.

• Supplemental Health Insurance.

Choose us also for

• An inclusive work culture and access to our Diversity & Inclusion initiatives.

• Well-Being Support: meditation courses, online medical services and counselling with certified coaches and psychologists.

• Learning & Development: training platforms, workshops, conferences, and our FlexiLearning program (4 hours per month dedicated to learning).

• Parental Leave Packages offering additional financial and practical support.

• Volunteering during working hours.

Much more about us

• Have a look at our amazing blog Inside: hear directly from our employees at the following link: Inside.

• Reviews and comments from our Glassdoor and Indeed pages. Put yours!

Equal Opportunity  

Flutter SEA is an Equal Opportunity Organization. Diversity and Inclusion are fundamental values for us. We welcome any candidate without distinction of age, culture, religion, ethnicity, sexual orientation, gender identity and expression.