Job Description
We are seeking a highly skilled VIP Customer Manager to oversee our high-value user operations. This role focuses on identifying, maintaining, and expanding our VIP customer base through strategic relationship management and data-driven approaches.
Key Responsibilities
- High-Value User Identification
- Daily monitoring of high-value first deposits, large recharges, recharge frequency, and platform activity
- User segmentation based on deposit amounts, user contribution, and activity levels
- Immediate contact establishment and exclusive services for first-time large deposit users
- VIP Relationship Management
- Maintain VIP users through phone, WhatsApp, Telegram, SMS or in-platform messages
- Understand user preferences regarding products, promotions, contact methods and timing
- Develop personalized maintenance plans for different user tiers
- Coordinate with relevant departments to resolve VIP issues regarding deposits, withdrawals, accounts, and product experience
- Churned User Recovery
- Follow up with inactive VIP users (1/3/7/14/30 days without login or recharge)
- Analyze churn reasons including payment failures, withdrawal experience, promotion appeal, product issues or service experience
- Develop personalized recovery plans based on user value
- Document all contact attempts and follow-up plans
- VIP Referral Program
- Design VIP referral mechanisms and reward rules
- Encourage satisfied VIPs to refer genuine new users
- Track referred users' registration, first deposit, repeat deposits and activity
- Collaborate with risk control to identify associated accounts, self-referrals, device/IP duplicates, and arbitrage behaviors
- VIP Event Planning
- Organize birthday benefits, upgrade rewards, exclusive offers, and offline/online VIP events
- Control event costs based on users' historical contributions
- Regularly analyze competitors' VIP programs and market activities
- Data Analysis & Team Management
- Establish VIP user tags, contact records and follow-up plans
- Weekly reporting on new VIPs, active VIPs, churned VIPs, recovery rates and recharge rates
- Develop VIP specialist scripts, contact frequency and service standards
- Train and manage VIP specialists while monitoring service quality
Job Requirements
- 3+ years experience in online internet, payment or high-value customer operations
- Familiarity with CRM systems and VIP user segmentation
- Proven experience in high-value user maintenance, churn recovery and referral programs
- Ability to develop user maintenance strategies based on data analysis rather than simple bonus distribution
- Excellent communication, negotiation, data analysis and cross-department coordination skills
- Strong awareness of user information confidentiality
Key Performance Indicators
- Initial contact rate and response time for high-value first deposit users
- VIP 7-day and 30-day recharge rates
- VIP activity and churn rates
- Churned VIP recovery rate
- Average monthly VIP deposit amount
- Effective referral numbers and their recharge rates
- Event cost vs user contribution ratio
- User complaint rate and satisfaction level
Benefits
Competitive compensation package with startup company bonuses
