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- Tasks: Lead VIP strategy and operations, ensuring exceptional service for high-value customers.
- Company: Join Crypto.com, a leading player in the crypto and fintech space.
- Benefits: Enjoy competitive perks, potential remote work, and a dynamic work environment.
- Why this job: Shape customer experiences and drive impactful strategies in a fast-paced industry.
- Qualifications: 8+ years in strategy or operations; experience in crypto or fintech preferred.
- Other info: Must have EU work permit; opportunity to innovate and lead a global team.
The predicted salary is between 54000 - 84000 £ per year.
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Director of VIP Strategy & Operations, Waltham Cross
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Client:
Crypto.com
Location:
Waltham Cross, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
b5a5430408b3
Job Views:
10
Posted:
14.07.2025
Expiry Date:
28.08.2025
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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 of 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 org, and implement systems that drive performance, accountability, and customer outcomes.
You’ll lead the development of the VIP operating model and value proposition as well as partner with our 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
- Strategic Design & Implementation
- Develop the vision and structure of the VIP Account Management function in close partnership with senior leadership.
- Define and continuously refine the VIP customer value proposition, including segmentation, service tiers, customer journeys, and reinvestment strategies.
- Translate high-level goals into scalable frameworks, processes, and initiatives.
Operational Enablement:
- Partner with Analytics to build and manage reporting infrastructure that helps Account Managers monitor performance and drive client outcomes.
- Partner with Analytics and Finance to develop KPIs and dashboards for internal visibility and business decision-making.
- Create playbooks, operating cadences, and tools that enhance how account teams operate day to day.
Cross-Functional Leadership
- Serve as a key liaison between Account Management and internal teams including Product, Legal, Compliance, Data, and Marketing.
- Advocate for the customer across functions while ensuring operational rigor and regulatory alignment.
- Coordinate and align cross-functional initiatives tied to customer lifecycle, reinvestment, and service delivery
Ongoing Operations & Optimization
- Lead continuous improvement efforts across the VIP org, from tooling upgrades to piloting new service models.
- Oversee systems development, including customer relationship management, customer communications, and workflow tools tailored to VIP needs.
- Identify and scale regional or customer-level innovations that drive performance.
Qualifications
- 8+ years of experience in strategy, operations, customer success operations, or consulting.
- A structured thinker with a strong analytical foundation and experience translating strategy into execution.
- A skilled operator who can build from scratch while keeping an eye on scale and sustainability.
- Adept at working cross-functionally and navigating complex, fast-paced environments.
- Experience in crypto, trading, fintech, financial services, iGaming, or consumer tech preferred.
- Familiarity with VIP customer dynamics, loyalty programs, or reinvestment modeling a plus.
- Comfort with CRM systems, operational tooling, and data visualization platforms.
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Director of VIP Strategy & Operations employer: Crypto.com
Contact Detail:
Crypto.com Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Director of VIP Strategy & Operations
✨Tip Number 1
Network with professionals in the crypto and fintech industries. Attend relevant conferences, webinars, or local meetups to connect with individuals who may have insights into the VIP Strategy & Operations role. Building these relationships can lead to valuable referrals.
✨Tip Number 2
Familiarise yourself with the latest trends in customer success operations, especially within the crypto space. Understanding current best practices and innovations will help you demonstrate your knowledge during interviews and discussions.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully implemented strategic initiatives in previous roles. Highlight your experience in building operational frameworks and improving customer experiences, as this aligns closely with the responsibilities of the position.
✨Tip Number 4
Research Crypto.com thoroughly, including their current VIP offerings and customer engagement strategies. Being well-informed about the company will allow you to tailor your conversations and show genuine interest in contributing to their success.
We think you need these skills to ace Director of VIP Strategy & Operations
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in strategy, operations, and customer success. Emphasise any previous roles that involved managing VIP customers or developing operational frameworks.
Craft a Compelling Cover Letter: In your cover letter, express your passion for the role and the crypto industry. Discuss how your skills align with the responsibilities outlined in the job description, particularly your experience in cross-functional leadership and operational enablement.
Showcase Analytical Skills: Since the role requires strong analytical capabilities, include specific examples of how you've used data to drive decision-making and improve customer outcomes in past positions.
Highlight Leadership Experience: Demonstrate your leadership skills by detailing experiences where you led teams or projects. Focus on your ability to build systems and processes that enhance operational efficiency and customer service.
How to prepare for a job interview at Crypto.com
✨Understand the VIP Customer Experience
Make sure you have a solid grasp of what exceptional service looks like for VIP customers. Research how other companies in the crypto and fintech sectors approach VIP account management, and be ready to discuss your ideas on enhancing customer journeys.
✨Showcase Your Strategic Thinking
Prepare to demonstrate your ability to translate high-level strategies into actionable plans. Think about examples from your past experience where you've successfully implemented strategic initiatives, particularly in operations or customer success.
✨Highlight Cross-Functional Collaboration
This role requires working closely with various teams. Be prepared to share specific instances where you've effectively collaborated across departments, especially in fast-paced environments. Emphasise your communication skills and how you advocate for customer needs.
✨Familiarise Yourself with Relevant Tools and Metrics
Brush up on CRM systems, data visualisation platforms, and key performance indicators relevant to VIP management. Being able to discuss how you would leverage these tools to drive performance and accountability will set you apart.
