VIP Experience and Operations Expert

VIP Experience and Operations Expert

About the Role

We're looking for a VIP Experience and Operations Expert to work on the full spectrum of our VIP program: from the operational engine that powers our Relationship Manager team to the external-facing experiences that keep our highest-value clients engaged and loyal. This role combines RM operations leadership with VIP experience strategy, partnerships, and brand execution.

Location: Remote initially, with relocation required once the situation stabilizes

What You'll Own

AI & Automation

• Deploy and operate AI agents to automate repetitive RM and VIP workflows: client outreach, segmentation, reporting, sentiment tracking
• Identify opportunities across the VIP program where AI tooling can replace manual processes and improve response times
• Stay current on AI/automation tooling relevant to CRM, client management, and marketing execution

VIP Marketing, Branding & Campaigns (Full Ownership)

• Lead all VIP branding and marketing initiatives
• Design and run VIP campaigns, upgrades, and lifecycle communications

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• Own the end-to-end VIP user journey and product experience
• Curate VIP benefits: products, lifestyle perks, and exclusive offerings that drive retention and wallet share

Events & Partnerships (Full Ownership)

• Plan and execute VIP offline events and galas
• Manage all strategic partnerships: crypto-native and lifestyle/entertainment
• Own the gifting and merchandise program

Cross-functional Collaboration

• Channel VIP/product feedback to product and engineering teams
• Coordinate incident response and VIP complaint escalation
• Work closely with product, partnerships, and regional teams

RM Operations: Structuring & Systematizing

• Audit and restructure existing RM workflows, replacing manual Google Forms/Docs processes with scalable, CRM-native solutions
• Own the CRM stack (Sprinklr, migration to new systems): build proper pipelines for RM assignment, client tracking, escalation, and reporting

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• Partner with training leads to ensure RMs are equipped and continuously developing

What You Must Bring

• 5+ years in client experience, VIP/loyalty programs, or operations management within the cryptocurrency or digital assets industry
• Deep understanding of how VIP programs function in crypto exchanges or trading platforms: fee tiers, volume-based segmentation, API trader needs, institutional vs retail VIP dynamics, and competitive VIP landscapes
• Hands-on experience with CRM implementation, migration, or optimization
• Working knowledge of AI agents and automation tools (e.g., chatbots, AI-powered CRM workflows, automated outreach), actual operational experience
• Ability to own the full marketing function independently
• Solid grasp of crypto products: spot, derivatives, copy trading, earn, launchpad, and how VIPs interact with them differently
• Proven ability to run both operational processes and creative, client-facing programs simultaneously
• Experience managing CRM tools, engagement platforms, and data-driven workflows
• Track record of executing events, partnerships, and brand campaigns
• Strong stakeholder management: comfortable working across product, marketing, and executive teams
• Highly organized with a bias for action; can switch between strategic planning and hands-on execution