VIP Strategy Lead — Luxury Loyalty & Retention (KL)

SmartConsulting.net; Kuala Lumpur; On-site; MYR 120,000 - 160,000; Full time

Benefits offered by this job

Leadership ownership

Revenue impact

Loyalty programs freedom

International company

Job summary

SmartConsulting.net is seeking a Senior VIP Strategy Manager to lead the VIP Strategy department, drive retention, engagement, and high-value customer initiatives across online entertainment, luxury retail, hospitality, or premium membership businesses.

You will mentor VIP Strategy managers, set retention and loyalty strategies, and work with CRM, Product, Marketing, and Customer Service teams to optimize the VIP journey and maximize lifetime value.

Qualifications

• 5+ years in CRM, VIP Management, Customer Retention, Account Management, Luxury Sales
• Proven success in managing high-value customers and improving engagement, loyalty, retention, and repeat sales
• Fluency in English, Mandarin, and Malay, both spoken and written
• Experience in online entertainment, luxury retail, hospitality, or premium membership businesses
• Experience managing VIP programs, loyalty initiatives, or high-value customer accounts
• Familiarity with CRM platforms, customer segmentation, and retention analytics
• Experience in customer engagement and campaign optimization

Responsibilities

• Lead, mentor, and develop VIP Strategy managers and specialists.
• Set department strategies for customer retention, loyalty, and revenue growth.
• Use customer data and behavior analysis to improve segmentation and personalization.
• Work with CRM, Product, Marketing, and Customer Service teams to improve the VIP journey.
• Monitor key performance metrics and improve campaigns and retention results.

Skills

CRM

VIP Management

Customer Retention

Account Management

Luxury Sales

VIP programs

Stakeholder management

Communication

Multilingual - English/Mandarin/Malay

Tools

CRM platforms

Customer segmentation

Retention analytics

Campaign optimization

Job description

SmartConsulting.net is seeking a Senior VIP Strategy Manager to lead the VIP Strategy department, drive retention, engagement, and high-value customer initiatives across online entertainment, luxury retail, hospitality, or premium membership businesses.

You will mentor VIP Strategy managers, set retention and loyalty strategies, and work with CRM, Product, Marketing, and Customer Service teams to optimize the VIP journey and maximize lifetime value.