Senior VIP Strategy Director - Luxury Loyalty & Growth

WW Pragmatic Solutions; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

WW Pragmatic Solutions is seeking a Senior VIP Strategy Manager in Kuala Lumpur to lead the VIP department and direct managers. You will own end-to-end retention and engagement strategies, driving LTV and unifying cross-functional teams to deliver a world-class VIP experience.

You will collaborate with CRM, Product, Marketing, and Customer Experience leaders to refine the VIP user journey, monitor KPIs, and optimize campaign ROI while scaling high-value operations globally.

Qualifications

• 5+ years of experience in CRM, VIP Management, Customer Retention, High-Value Account Management, Luxury Sales, or a related sector.
• Proven track record in driving retention, engagement, and repeat revenue across high-net-worth or high-value customer bases.
• Deep understanding of high-value customer psychology, expectations, and premium service delivery.
• Exceptional communication, negotiation, and cross-functional stakeholder management skills.
• Trilingual Fluency: ENG, CN, BM.

Responsibilities

• Lead and scale a high-performing team of VIP managers and strategy specialists.
• Shape and execute departmental initiatives focused on customer retention, loyalty, and top-line growth.
• Leverage behavioral analytics and customer segmentation to design personalized strategies.
• Partner with CRM, Product, Marketing, and Customer Experience leadership to refine the VIP journey.
• Monitor executive-level metrics and KPIs to optimize campaign ROI and retention.

Skills

CRM systems

VIP management

Customer retention

High-value accounts

Luxury sales

Cross-functional collaboration

Tools

CRM platforms

Job description

WW Pragmatic Solutions is seeking a Senior VIP Strategy Manager in Kuala Lumpur to lead the VIP department and direct managers. You will own end-to-end retention and engagement strategies, driving LTV and unifying cross-functional teams to deliver a world-class VIP experience.

You will collaborate with CRM, Product, Marketing, and Customer Experience leaders to refine the VIP user journey, monitor KPIs, and optimize campaign ROI while scaling high-value operations globally.