[Hiring] VIP Activation Lead @Triumph

Role Description

We’re hiring a VIP Activation Lead to build the next growth function within our VIP department: identifying promising users, starting meaningful conversations, and developing those relationships into successful VIP host partnerships.

You’ll own the activation process from initial qualification through host handoff. You’ll work directly with users while building the workflows, CRM practices, and playbooks that allow the function to scale.

• Build the VIP activation function.
• Establish the process for reviewing prospects, prioritizing outreach, managing follow-ups, and transitioning qualified users into a VIP host’s book.
• Turn customer insights into qualified prospects.
• Evaluate user data, using judgment to decide which users warrant outreach.
• Own player outreach.
• Start personalized conversations, understand users’ interests, explain the VIP experience, and build relationships through consistent follow-through.
• Develop outreach playbooks.
• Create and improve messaging, contact strategies, and approaches for different user interests across Rips and Arcade.
• Shape the CRM.
• Partner with product and engineering to define useful pipeline stages, required information, activity tracking, reminders, and reporting.
• Coordinate incentives.
• Work with VIP leadership to use approved offers thoughtfully and track their cost and results.
• Deliver strong host handoffs.
• Ensure receiving hosts have the user’s preferences, conversation history, commitments, and a clear introduction.
• Measure and improve performance.
• Track prospect quality, responses, pipeline progression, successful handoffs, and the longer-term results of activated relationships.
• Help build the team.
• Document what works and help recruit, onboard, and coach additional activation team members as the function grows.
• Maintain player trust.
• Handle customer information appropriately and follow Triumph’s contact preferences, account restrictions, and user safety procedures.

Qualifications

• 4+ years experience in relationship-driven sales, business development, customer activation, VIP services, or a similar customer-facing role.
• A track record of turning initial conversations into lasting customer relationships.
• Experience building or improving a process, including outreach workflows, CRM practices, or team playbooks.
• Strong written and verbal communication, with the judgment to personalize an approach without making it feel intrusive.
• Excellent organization and follow-through across a pipeline of active conversations.
• Comfort using data to prioritize work, evaluate results, and change an approach when the evidence calls for it.
• The ability to work independently, make practical decisions, and collaborate across VIP, product, engineering, and operations.
• Experience with consumer apps, gaming, collectibles, hospitality, or concierge services is a plus.
• Experience hiring or coaching a sales or customer-facing team is also valuable.

Benefits

• High agency.
• Small, high-impact VIP team that is growing rapidly with significant opportunity for leadership and growth.
• High energy.
• Passionate team who are proud of our work and velocity (16x year over year growth).
• Competitive salary and benefits.
• Healthcare, vision, dental, 401k, etc.