VIP Experience and Operations Expert

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 stabilizesWhat You’ll OwnAI & AutomationDeploy and operate AI agents to automate repetitive RM and VIP workflows: client outreach, segmentation, reporting, sentiment trackingIdentify opportunities across the VIP program where AI tooling can replace manual processes and improve response timesStay current on AI/automation tooling relevant to CRM, client management, and marketing executionVIP Marketing, Branding & Campaigns (Full Ownership)Lead all VIP branding and marketing initiativesDesign and run VIP campaigns, upgrades, and lifecycle communicationsOwn the end-to-end VIP user journey and product experienceCurate VIP benefits: products, lifestyle perks, and exclusive offerings that drive retention and wallet shareEvents & Partnerships (Full Ownership)Plan and execute VIP offline events and galasManage all strategic partnerships: crypto-native and lifestyle/entertainmentOwn the gifting and merchandise programCross-functional CollaborationChannel VIP/product feedback to product and engineering teamsCoordinate incident response and VIP complaint escalationWork closely with product, partnerships, and regional teamsRM Operations: Structuring & SystematizingAudit and restructure existing RM workflows, replacing manual Google Forms/Docs processes with scalable, CRM-native solutionsOwn the CRM stack (Sprinklr, migration to new systems): build proper pipelines for RM assignment, client tracking, escalation, and reportingPartner with training leads to ensure RMs are equipped and continuously developingWhat You Must Bring5+ years in client experience, VIP/loyalty programs, or operations management within the cryptocurrency or digital assets industryDeep 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 landscapesHands-on experience with CRM implementation, migration, or optimizationWorking knowledge of AI agents and automation tools (e.g., chatbots, AI-powered CRM workflows, automated outreach), actual operational experienceAbility to own the full marketing function independentlySolid grasp of crypto products: spot, derivatives, copy trading, earn, launchpad, and how VIPs interact with them differentlyProven ability to run both operational processes and creative, client-facing programs simultaneouslyExperience managing CRM tools, engagement platforms, and data-driven workflowsTrack record of executing events, partnerships, and brand campaignsStrong stakeholder management: comfortable working across product, marketing, and executive teamsHighly organized with a bias for action; can switch between strategic planning and hands-on execution#J-18808-Ljbffr