Senior VIP User Operations Specialist

This is a fully remote position, open to applicants in Hong Kong.

📋 Description

• Oversee the strategy and implementation of lifecycle operations for high-value and VIP users, focusing on acquisition, activation, retention, repeat engagement, asset retention, and long-term value enhancement.

• Create VIP user segmentation models based on asset size, trading behaviors, activity levels, and user preferences.

• Develop tailored operational strategies for refined user management and resource distribution.

• Enhance VIP retention and engagement through membership benefits, exclusive campaigns, loyalty programs, gamification, targeted outreach, and personalized services.

• Propel VIP conversion and asset growth, encompassing upgrade conversions, asset retention, product penetration, and overall user value contributions.

• Design and fine-tune VIP referral, invitation, and advocacy initiatives.

• Direct A/B tests, personalized engagement strategies, and lifecycle-driven operational projects.

• Collaborate with Product, Marketing, Customer Service, Sales, Compliance, and Risk teams.

• Establish and refine VIP user monitoring frameworks and create data-driven solutions.

• Convert VIP user preferences and challenges into actionable operational enhancements.

⛳️ Requirements

• Demonstrated success in managing VIP, high-net-worth, or key user segments, with proven results in retention, engagement, conversion, repeat activity, or asset expansion.

• 5+ years of experience in the internet industry, including at least 3 years in senior user operations, VIP operations, or growth roles within e-commerce, fintech, trading platforms, wealth management, or similar sectors preferred.

• Established capability to independently spearhead VIP user operation initiatives and campaigns, employing a structured approach with robust execution skills.

• Strong expertise in user segmentation, A/B testing, funnel analysis, lifecycle management, and personalized operational strategies.

• Familiarity with marketing automation platforms, CRM systems, or user operation tools.

• Exceptional analytical skills, including the ability to build and enhance user monitoring and analysis frameworks, identify issues through data, validate hypotheses, and drive actionable solutions.

• Understanding of multi-line products and user journeys, with the capacity to recognize VIP user preferences, needs, and challenges.

• Strong capability to collaborate across internal cross-functional teams and external stakeholders.

• Proficient in both English and Mandarin, with the ability to work effectively with global teams, overseas partners, and relevant stakeholders.

🏝️ Benefits

• Competitive salary and comprehensive company benefits

• Work-from-home options (arrangements may vary based on the business team's work nature)

• Opportunities for career advancement and continuous learning

• Flat organizational structure

• Autonomy in an innovative work environment

• Equal opportunity employer