[Hiring] VIP Program Lead @Loot Labs

Role Description

We have created an incredible collecting community on our premier platform, Boxed.gg. We are looking for a stellar team member to support our most engaged, loyal customers and provide a best-in-class VIP program that mirrors the quality of their on-site experience. The VIP Program Lead will own the strategy, execution, and continuous improvement of the VIP experience for high-value customers.

As a senior individual contributor and functional lead, this role works cross-functionally with internal teams and external partners, manages VIP operational workflows, and serves as the voice of VIP customers within the organization.

Location: Remote - North America Preferred. Occasional U.S. travel is required for in-person collaboration, team offsites, and company events.

Core Objectives

• Own and elevate the end-to-end customer experience for VIP customers
• Ensure operational excellence, consistency, and scalability of the VIP function
• Build strong, trusted relationships with high-value customers
• Provide leadership-level insight into VIP performance, opportunities, and risks

Key Responsibilities

• VIP Relationship Leadership
  • Act as the point of contact for VIP customers
  • Build and maintain long-term, trust-based relationships
  • Proactively engage VIP customers to strengthen loyalty and satisfaction
  • Manage escalations and ensure timely, high-quality resolution
• VIP Program & Operations Ownership
  • Lead the execution and day-to-day operations of VIP initiatives
  • Work cross-functionally with commercial, product & marketing teams to deliver a holistic VIP experience
  • Ensure the BOXED VIP programs scale effectively as the business grows
• Vendor, Partner & Procurement Management
  • Develop and maintain relationships with premium vendors and partners
  • Manage sourcing and procurement related to VIP experiences or initiatives
  • Negotiate pricing and contracts to optimize value while maintaining quality
  • Ensure vendors meet service, quality, and compliance standards
• Budget & Financial Oversight
  • Track and manage VIP-related budgets and spend
  • Partner with Finance to ensure accurate reporting and reconciliation
  • Prepare forecasts, reporting, and variance analysis for senior leadership
• Communication & Stakeholder Management
  • Serve as the internal advocate for VIP customers
  • Lead VIP-specific communication strategies in collaboration with marketing and Customer Experience teams
  • Communicate VIP insights, risks, and opportunities to senior stakeholders
• Data, Reporting & Insight
  • Monitor VIP engagement, satisfaction, and operational performance
  • Analyze trends and translate insights into actionable improvements
  • Establish reporting frameworks to support leadership decision-making

Success Metrics

• VIP customer satisfaction and retention
• Revenue retention for high-value customer segments
• Re-activation rates for high-value customer segments
• Budget adherence and financial accuracy

Required Skills & Experience

• 6+ years 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

Ideal Candidate Profile

• Experience working with high-value or premium customer segments
• Experience in the gaming industry
• Operationally minded with a strong customer-first approach
• Highly organized, proactive, and commercially focused
• Passion for collectibles and the wider collectibles ecosystem

Role Evolution & Growth

• This role is designed as a foundation for future expansion and may evolve to include:
• Building and managing a VIP team
• Designing structured VIP frameworks or tiers
• Leading strategic partnerships or VIP events
• Owning VIP strategy at a global or multi-market level

Working Hours & Compensation

Loot Labs is a remote-first company. While many of our roles are open to candidates globally, this role is required to be within North America, with working hour overlap with U.S. and E.U. time zones.

Compensation will be competitive and based on your experience level as well as local market benchmarks for your region.

Accessibility & Employment Eligibility

We are committed to providing an inclusive and accessible recruitment process. If you need any accommodations during the application or interview process, please let us know—we’re happy to support you.

For candidates located in the United States: Loot Labs participates in E-Verify and will confirm work authorization as part of the hiring process.