Job Description

Location: Onsite, Old Klang Road, Kuala Lumpur

About the Role:

We are hiring a VIP Retention Strategy Manager to lead retention strategy and grow long-term value for high-value customers.

You will lead VIP customer retention and engagement strategies through personalization, strengthening relationships with high-value customers, and enhancing the overall VIP experience.

Job Responsibilities:

• Drive VIP retention, loyalty, and customer lifetime value through targeted engagement programs.

• Analyze VIP customer behavior to identify personalization and retention opportunities.

• Enhance the premium customer experience through exclusive rewards and tailored communications.

• Collaborate with CRM, Product, Marketing, and VIP Service teams to deliver a seamless VIP journey.

• Monitor performance metrics and optimize engagement, retention, and revenue outcomes.

What This Role Offers:

• Own and shape the VIP engagement and retention strategy.

• Drive revenue growth through loyalty and repeat sales initiatives.

• Create innovative VIP experiences and personalized customer journeys.

• Make a visible impact within a fast-growing international business.

Must Have

• A 3 to 5 years in CRM, VIP Management, Customer Retention, Account Management, Luxury Sales, or related roles.

• Fluent in Mandarin Chinese and English.

• Proven success in managing and retaining high-value customers, driving customer engagement, loyalty, retention, and repeat sales.

• Strong understanding of VIP customer behavior and premium customer experience.

• Excellent communication, relationship-building, and stakeholder management skills.

Nice to Have

• Experience in online entertainment, luxury retail, hospitality, or premium membership businesses. iGaming experience will be a huge bonus.

• Experience managing VIP programs, loyalty initiatives, or high-value customers.

• Familiarity with CRM platforms, customer segmentation, and retention analytics.

• Strong background in customer engagement and campaign optimization.

Interested?

If the position has caught your attention and you wish to apply, please upload your CV along with your contact info. If you want to know more about the position.

SmartRecruitment.com is our responsible recruitment partner for this position, they are a consultancy firm within recruitment/head-hunting. SmartRecruitment.com support their clients in recruiting iGaming & Crypto experts globally.