VIP User Operation Senior Specialist

Responsibilities

• Own VIP user lifecycle operations: Lead the strategy and execution of lifecycle operations for high-value and VIP users, covering acquisition, activation, retention, repeat engagement, asset retention, and long-term value growth.
• Build and optimize VIP user segmentation framework: Develop a comprehensive VIP user segmentation model based on asset size, trading behavior, activity level, and user preferences, and drive differentiated operational strategies for refined user management and optimal resource allocation.
• Improve VIP user retention and engagement: Enhance VIP user stickiness through membership benefits, exclusive campaigns, loyalty programs, gamification, targeted outreach, and personalized services, with the goal of improving retention, engagement, and repeat activity. Drive VIP conversion and asset growth; Identify growth paths for high-potential users and design mechanisms to improve VIP upgrade conversion, asset retention, product penetration, and overall user value contribution.
• Design and optimize VIP referral and advocacy programs: Explore referral, invitation, and word-of-mouth growth mechanisms tailored to high-value user segments, driving organic growth and network-based expansion among premium users.
• Lead A/B testing and refined operational strategies: Design and execute A/B tests, personalized engagement strategies, and lifecycle-based operational initiatives to continuously improve efficiency, conversion, and user experience.
• Drive cross-functional collaboration to enhance VIP experience: Work closely with Product, Marketing, Customer Service, Sales, Compliance, and Risk teams to ensure smooth execution of VIP-related strategies, campaigns, and service processes, while continuously improving user satisfaction.
• Leverage data to identify business opportunities: Apply strong analytical and logical thinking to build and optimize VIP user monitoring frameworks, uncover user insights, identify operational gaps, and develop data-driven solutions.
• Develop deep understanding of products and VIP user needs: Gain a strong understanding of product features, user journeys, and value propositions across business lines, and translate VIP user preferences and pain points into actionable operational improvements.

Requirements

•  Proven track record in managing VIP, high-net-worth, or key user segments, with successful cases in retention, engagement, conversion, repeat activity, or asset growth.
• 5+ years of experience in the internet industry, with at least 3 years in senior user operations, VIP operations, or growth roles in e-commerce, fintech, trading platforms, wealth management, or related sectors preferred.
• Proven ability to independently lead VIP user operation initiatives and campaigns, with a structured methodology and strong execution skills.
• Strong command of user segmentation, A/B testing, funnel analysis, lifecycle management, and personalized operational strategies, with the ability to apply them effectively to business goals.
• Familiarity with marketing automation platforms, CRM systems, or user operation tools, and the ability to scale personalized and automated operations.
• Excellent analytical skills with the ability to build and improve user monitoring and analysis frameworks, identify issues through data, validate hypotheses, and drive actionable solutions.
• Familiarity with multi-line products and user journeys, with the ability to accurately identify VIP user preferences, needs, and pain points, and translate them into effective operational strategies.
• Strong ability to work across internal cross-functional teams and external stakeholders to drive complex initiatives forward.
• Fluent in both English and Mandarin, with the ability to collaborate effectively with global teams, overseas partners, and relevant stakeholders.