Loot Labs is looking for a VIP Program Lead to own the strategy, execution, and continuous improvement of the VIP experience for our high-value customers. As a senior individual contributor and functional lead, you will serve as the voice of VIP customers within our organization, working cross-functionally to deliver a holistic and scalable program.
What You'll Do
- Act as the primary point of contact for VIP customers, building and maintaining long-term, trust-based relationships.
- Proactively engage VIP customers to strengthen loyalty and satisfaction, managing escalations to ensure timely, high-quality resolution.
- Lead the execution and day-to-day operations of VIP initiatives, working cross-functionally with commercial, product, and marketing teams.
- Ensure the VIP programs scale effectively as the business grows.
- Develop and maintain relationships with premium vendors and partners, managing sourcing and procurement.
- Negotiate pricing and contracts to optimize value while maintaining quality and ensuring vendors meet service and compliance standards.
- Track and manage VIP-related budgets and spend, partnering with Finance for accurate reporting and reconciliation.
- Prepare forecasts, reporting, and variance analysis for senior leadership.
- Serve as the internal advocate for VIP customers, leading VIP-specific communication strategies.
- Communicate VIP insights, risks, and opportunities to senior stakeholders.
- Monitor VIP engagement, satisfaction, and operational performance, analyzing trends to translate insights into actionable improvements.
- Establish reporting frameworks to support leadership decision-making.
What We're Looking For
- 6+ years of experience in VIP management, operations, customer success, account management, or similar roles.
- Proven experience owning complex programs or operational workflows.
- Strong analytical and problem-solving capabilities.
- Excellent organizational and attention-to-detail skills.
- Experience managing budgets, vendors, or procurement processes.
- Strong written and verbal communication skills.
- Comfortable operating in fast-paced, evolving environments.
Nice to Have
- Experience working with high-value or premium customer segments.
- Operationally minded with a strong customer-first approach.
- Highly organized, proactive, and commercially focused.
- Passion for collectibles and the wider collectibles ecosystem.
Work Mode
This is a remote position open to candidates in North America. Loot Labs is a remote-first company that values high autonomy, low ego, and trusts its team to build from anywhere.
Loot Labs is an equal opportunity employer.
