Location: Hybrid, KL, Malaysia

About the Hiring Company:

We are looking for an experienced VIP Strategy Senior Manager to lead our VIP Strategy department, manage team leaders, and develop exceptional experiences for high-value customers.

This role focuses on moving beyond traditional promotions and bonuses to create a prestige-driven VIP ecosystem built around personalized services, exclusive privileges, lifestyle partnerships, and meaningful customer relationships.

The ideal candidate understands high-value customer behavior and knows how to turn customer insights into premium experiences that strengthen loyalty, retention, and long-term customer value.

Job Responsibilities:

• Develop and execute VIP strategies focused on exclusive experiences, personalized services, and prestige-driven loyalty rather than traditional discounts and promotions.

• Analyze high-value customer behavior, lifestyle preferences, and engagement patterns to identify opportunities for premium services and tailored experiences.

• Build strategic partnerships with luxury brands, concierge providers, and internal product teams to create exclusive VIP benefits and privileges.

• Lead VIP engagement through high-touch, relationship-driven interactions, including personalized calls, concierge services, and premium customer support.

• Manage and develop the VIP Strategy team, ensuring consistent service excellence and effective execution.

• Monitor VIP retention, ARPU, customer lifetime value, and overall commercial performance to continuously improve the VIP ecosystem.

What This Role Offers:

• Leadership ownership of VIP strategy and premium customer experience development.

• Opportunity to build an innovative, prestige-driven VIP ecosystem.

• Direct influence on customer loyalty, retention, and business growth.

• Collaboration with luxury brands, lifestyle partners, and senior leadership.

• Hybrid working arrangement in Kuala Lumpur, with potential remote opportunities within Southeast Asia.

The Successful Candidate:

• Minimum 2 years of experience in VIP Strategy, Luxury Sales, Premium Customer Experience, Loyalty Strategy, or related roles.

• Strong understanding of high-value customer psychology, luxury service standards, and relationship-driven engagement.

• Proven ability to design premium customer experiences, exclusive privileges, and lifestyle-based loyalty programs.

• Experience analyzing customer behavior and translating insights into actionable engagement and retention strategies.

• Strong commercial judgment, leadership skills, and a strategic business ownership mindset.

• Comfortable working with high-touch customer engagement channels, including phone-based relationship management and concierge services.

• Proficient in Excel / Google Sheets, analytics, project management tools, and AI-assisted research tools.

• Mandarin highly preferred. English-only candidates may be considered for remote positions within Southeast Asia.

Nice to Have:

• Experience in iGaming, Luxury Retail, High-End Hospitality, Private Banking, Wealth Management, Premium Concierge Services, or High-Tier Loyalty Programs.

• Background as a VIP Strategy Manager, Luxury Relationship Manager, Premium Customer Experience Manager, VIP Loyalty Manager, or Luxury Membership Manager.

• Experience developing exclusive lifestyle partnerships and premium membership ecosystems.

• Familiarity with iGaming VIP operations, retention metrics, and high-value player engagement.

• Ability to work in a hybrid arrangement in Kuala Lumpur, Malaysia.

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.