Director of VIP Strategy & Operations

Crypto.com; London; On-site; GBP 60,000 - 120,000; Full time

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.