VIP Experience and Operations Expert

<div><p>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.</p><p><b>Location:</b>Remote initially, with relocation required once the situation stabilizes</p><h3>What You’ll Own</h3><h3>AI&Automation</h3><ul><li>Deploy and operate AI agents to automate repetitive RM and VIP workflows: client outreach, segmentation, reporting, sentiment tracking</li><li>Identify opportunities across the VIP program where AI tooling can replace manual processes and improve response times</li><li>Stay current on AI/automation tooling relevant to CRM, client management, and marketing execution</li></ul><h3>VIP Marketing, Branding&Campaigns (Full Ownership)</h3><ul><li>Lead all VIP branding and marketing initiatives</li><li>Design and run VIP campaigns, upgrades, and lifecycle communications</li><li>Own the end-to-end VIP user journey and product experience</li><li>Curate VIP benefits: products, lifestyle perks, and exclusive offerings that drive retention and wallet share</li></ul><h3>Events&Partnerships (Full Ownership)</h3><ul><li>Plan and execute VIP offline events and galas</li><li>Manage all strategic partnerships: crypto-native and lifestyle/entertainment</li><li>Own the gifting and merchandise program</li></ul><h3>Cross-functional Collaboration</h3><ul><li>Channel VIP/product feedback to product and engineering teams</li><li>Coordinate incident response and VIP complaint escalation</li><li>Work closely with product, partnerships, and regional teams</li></ul><h3>RM Operations: Structuring&Systematizing</h3><ul><li>Audit and restructure existing RM workflows, replacing manual Google Forms/Docs processes with scalable, CRM-native solutions</li><li>Own the CRM stack (Sprinklr, migration to new systems): build proper pipelines for RM assignment, client tracking, escalation, and reporting</li><li>Partner with training leads to ensure RMs are equipped and continuously developing</li></ul><h3>What You Must Bring</h3><ul><li>5+ years in client experience, VIP/loyalty programs, or operations management<b>within the cryptocurrency or digital assets industry</b></li><li><b>Deep understanding of how VIP programs function in crypto exchanges or trading platforms:</b>fee tiers, volume-based segmentation, API trader needs, institutional vs retail VIP dynamics, and competitive VIP landscapes</li><li>Hands-on experience with CRM implementation, migration, or optimization</li><li>Working knowledge of AI agents and automation tools (e.g., chatbots, AI-powered CRM workflows, automated outreach), actual operational experience</li><li>Ability to own the full marketing function independently</li><li>Solid grasp of crypto products: spot, derivatives, copy trading, earn, launchpad, and how VIPs interact with them differently</li><li>Proven ability to run both operational processes and creative, client-facing programs simultaneously</li><li>Experience managing CRM tools, engagement platforms, and data-driven workflows</li><li>Track record of executing events, partnerships, and brand campaigns</li><li>Strong stakeholder management: comfortable working across product, marketing, and executive teams</li><li>Highly organized with a bias for action; can switch between strategic planning and hands-on execution</li></ul></div>#J-18808-Ljbffr