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
- 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
- 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
