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For Companies At a Glance
- Tasks: Lead VIP strategy and operations, ensuring exceptional service for high-value customers.
- Company: Join a dynamic team focused on delivering top-tier customer experiences in a fast-paced environment.
- Benefits: Enjoy flexible work options, competitive salary, and opportunities for professional growth.
- Why this job: Be at the forefront of shaping customer experiences and driving impactful strategies.
- Qualifications: 8+ years in strategy or operations; experience in fintech or consumer tech preferred.
- Other info: Ideal for those who thrive in complex, cross-functional roles and love building from the ground up.
The predicted salary is between 72000 - 108000 £ per year.
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 organisation, 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 organisation, 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.
- 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 modelling a plus.
- Comfort with CRM systems, operational tooling, and data visualization platforms.
Director of VIP Strategy & Operations employer: P2P
Contact Detail:
P2P Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Director of VIP Strategy & Operations
✨Tip Number 1
Familiarise yourself with the latest trends in VIP customer management and service delivery. Understanding what sets apart exceptional VIP experiences will help you articulate your vision for the role during discussions.
✨Tip Number 2
Network with professionals in the fintech and crypto sectors to gain insights into their operational strategies. This can provide you with valuable perspectives that you can bring to the table when discussing your approach to the role.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully implemented strategic initiatives in previous roles. Highlighting your hands-on experience will demonstrate your capability to blend strategic thinking with operational execution.
✨Tip Number 4
Showcase your understanding of data analytics by being ready to discuss how you would leverage data to drive performance and improve customer outcomes. This is crucial for aligning with the expectations of the role.
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 leadership roles you've held and specific achievements that demonstrate your ability to drive performance and optimise operations.
Craft a Compelling Cover Letter: In your cover letter, articulate your vision for the VIP Account Management function. Discuss how your strategic thinking and operational expertise can contribute to delivering exceptional service to high-value customers.
Showcase Analytical Skills: Given the emphasis on data and analytics in this role, include examples of how you've used data to inform decision-making or improve processes in previous positions. Highlight any experience with KPIs and reporting infrastructure.
Demonstrate Cross-Functional Collaboration: Provide examples of how you've successfully worked with various teams, such as Product, Legal, or Marketing, to achieve common goals. This will show your ability to navigate complex environments and advocate for customer needs.
How to prepare for a job interview at P2P
✨Showcase Your Strategic Thinking
Prepare to discuss your experience in developing and implementing strategic initiatives. Be ready to share specific examples of how you've translated high-level goals into actionable frameworks, especially in customer success or operations.
✨Demonstrate Operational Expertise
Highlight your ability to build systems and processes from the ground up. Discuss any relevant tools or playbooks you've created that have improved operational efficiency, particularly in a fast-paced environment.
✨Emphasise Cross-Functional Collaboration
Be prepared to talk about your experience working with various teams such as Product, Legal, and Marketing. Share examples of how you've advocated for customer needs while ensuring alignment across functions.
✨Familiarity with VIP Customer Dynamics
If you have experience with VIP customers or loyalty programs, make sure to mention it. Discuss how you’ve tailored services or strategies to meet the unique needs of high-value clients, as this will resonate well with the role.
