Job description
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Responsibilities
- Lead and drive the VIP Customer Service (VIP CS) and VIP Relationship Management (VIP RM) teams to transform into a proactive, sales-driven growth team, while also managing and optimizing the retail VIP team, providing strategic direction, optimizing operational processes, and developing user retention and acquisition growth strategies to drive VIP user growth.
- Develop and execute strategies for acquiring, retaining, activating, and reactivating VIP users to enhance trading volume and user lifetime value.
- Build sales methodologies, SOPs, and performance management systems from 0-1 to drive business results.
- Train and coach the VIP CS and VIP RM teams, including customer relationship management, consultative selling, upselling, and cross-selling capabilities.
- Monitor key performance indicators for the team, including user acquisition, retention, activation, trading volume, revenue contribution, and customer satisfaction.
Collaborate closely with product, marketing, trading, and regional teams to identify growth opportunities and enhance the overall experience for VIP customers.
Requirements
- Over 5 years of experience in VIP management, customer success, sales operations, customer relationship management, or business development, with industry background in cryptocurrency, fintech, brokerage, or financial services.
- Experience in successfully transforming customer service or customer teams into revenue-driven or growth-oriented teams.
- Familiarity with VIP customer lifecycle management, customer retention, and sales strategies.
- Experience in team structure design, SOP formulation, training systems, and incentive mechanism design.
- Strong business acumen, leadership skills, cross-departmental communication abilities, and data analysis skills.
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