Director of VIP Strategy & Operations

TN United Kingdom; London; On-site; GBP 80,000 - 150,000; Full time

Job summary

An established industry player is on the lookout for a Director of VIP Strategy & Operations to craft and execute a transformative strategy for their VIP Account Management team. This pivotal role demands a blend of strategic foresight and operational expertise, ensuring top-tier service for high-value customers. Collaborating with senior leadership, you will define customer journeys, optimize operational processes, and implement data-driven insights to enhance performance. If you thrive in dynamic environments and are passionate about delivering exceptional customer experiences, this opportunity is tailor-made for you.

Qualifications

• 8+ years in strategy, operations, or customer success.
• Experience in crypto, trading, fintech, or consumer tech preferred.

Responsibilities

• Lead the development of the VIP Account Management function.
• Create playbooks and tools to enhance account team operations.
• Oversee systems development for customer relationship management.

Skills

Strategic Thinking

Operational Leadership

Analytical Skills

Cross-Functional Collaboration

Customer Success Operations

CRM Systems

Education

Bachelor's Degree

Master's Degree (preferred)

Tools

Data Visualization Platforms

Operational Tooling

Job description

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Director of VIP Strategy & Operations, London

Client: Crypto.com

Location: London, United Kingdom

Job Category: Other

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EU work permit required: Yes

Job Reference: 3573c9fa9c99

Job Views: 11

Posted: 01.05.2025

Expiry Date: 15.06.2025

Job Description:

We are seeking a strategic, execution-oriented Director of VIP Strategy & Operations to lead the development and day-to-day execution of the foundational strategy and operating model for our global VIP Account Management organization. You will play a central role in defining how we deliver exceptional, white-glove service to our highest-value customers - and in ensuring our internal teams have the tools, data, structure, and processes to do so at scale. This role blends big-picture strategic thinking with hands-on operational leadership. You’ll work closely with senior leadership and cross-functional partners to shape our customer experience, support the growth of our Account Management organization, and implement systems that drive performance, accountability, and customer outcomes. You’ll lead the development of the VIP operating model and value proposition and partner with Data and Analytics teams to design relevant VIP customer segmentation and reporting infrastructure for a global team of Account Managers. As the team scales, you’ll own the operational engine: building systems, tooling, playbooks, and ongoing initiatives to ensure the function runs efficiently, aligns cross-functionally, and delivers top-tier service at scale.

Responsibilities

1. Strategic Design & Implementation
2. Develop the vision and structure of the VIP Account Management function in close partnership with senior leadership.
3. Define and continuously refine the VIP customer value proposition, including segmentation, service tiers, customer journeys, and reinvestment strategies.
4. Translate high-level goals into scalable frameworks, processes, and initiatives.
5. Operational Enablement
6. Partner with Analytics to build and manage reporting infrastructure that helps Account Managers monitor performance and drive client outcomes.
7. Partner with Analytics and Finance to develop KPIs and dashboards for internal visibility and business decision-making.
8. Create playbooks, operating cadences, and tools that enhance how account teams operate day to day.
9. Cross-Functional Leadership
10. Serve as a key liaison between Account Management and internal teams including Product, Legal, Compliance, Data, and Marketing.
11. Advocate for the customer across functions while ensuring operational rigor and regulatory alignment.
12. Coordinate and align cross-functional initiatives tied to customer lifecycle, reinvestment, and service delivery.
13. Ongoing Operations & Optimization
14. Lead continuous improvement efforts across the VIP organization, from tooling upgrades to piloting new service models.
15. Oversee systems development, including customer relationship management, customer communications, and workflow tools tailored to VIP needs.
16. Identify and scale regional or customer-level innovations that drive performance.

Qualifications

1. 8+ years of experience in strategy, operations, customer success operations, or consulting.
2. A structured thinker with a strong analytical foundation and experience translating strategy into execution.
3. A skilled operator who can build from scratch while keeping an eye on scale and sustainability.
4. Adept at working cross-functionally and navigating complex, fast-paced environments.
5. Experience in crypto, trading, fintech, financial services, iGaming, or consumer tech preferred.
6. Familiarity with VIP customer dynamics, loyalty programs, or reinvestment modeling a plus.
7. Comfort with CRM systems, operational tooling, and data visualization platforms.