VIP Operations Manager

Job Position

The VIP Operations Manager will be responsible for the entire user journey of the platform's VIP users, including user segmentation, building a benefits system, VIP data growth, retention and repeat purchases, integrating online and offline benefits, and maintaining core customers.

This position will operate on a mini-CEO model, collaborating with the big data/business analytics team, but with an independent perspective and decision-making authority, and taking full responsibility for VIP business metrics.

Job Responsibilities

VIP User Strategy and Segmentation System

Build and optimize the VIP user segmentation model (value, demographics, behavior, contribution).

Implement differentiated operational strategies for local Filipino users and overseas Chinese users.

Establish a unified VIP tagging system that integrates with business operations.

VIP Data Growth (Core KPIs)

Responsible for key metrics such as VIP activation, activity, retention, repeat purchases, ARPU, and LTV.

Collaborate with the big data team to advance data strategies, insights, and visualization dashboards.

Improve VIP growth efficiency through A/B testing, funnel analysis, and user insights.

Benefits System (Online Benefits + Offline Benefits)

Design a VIP benefits mechanism suitable for Philippine consumer habits:

Points redemption (PH user preference)

Home appliance prizes

Merchant vouchers

Offline benefits linked to hotels/casinos

Build partnerships with casinos/Okada/hotels/entertainment/telecom operators, etc.

Online VIP Operations

Responsible for the digital operation chain of VIP users:

Task system, growth system

Personalized recommendations and push notifications

Exclusive operations for top VIPs

Drive CRM automation and user behavior outreach mechanisms.

VIP Customer Relationship Management

Deeply serve high-value VIP users and build long-term user trust.

Handle customer escalation complaints, recovery plans, and user value recovery.

Responsible for the collaborative management of the local and China teams.

Cross-departmental Collaboration and Business Promotion

Collaborate with product, marketing, data, BI, and brand cooperation departments to promote the implementation of benefits.

Lead the entire process execution of VIP-related projects.

Job Requirements

510 years of experience in VIP operations, loyalty systems, and user lifecycle management.

Prior experience in casinos/casinos, entertainment, gaming, hotels, airlines, e-commerce, and finance is preferred.

Familiarity with local Philippine user behavior and preferences (points/lottery/home appliance prizes).

Proficient in data analysis tools, with methodological and structured analytical skills.

Able to manage cross-cultural teams, fluent in English and Chinese, and knowledge of Filipino is preferred.

Experience with Okada, Solaire, points systems/prize programs is preferred.