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.

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