Head of VIP Engagement

About Uphold

Uphold is a financial technology company that believes on-chain services are the future of finance. It provides modern infrastructure for on-chain payments, banking and investments. Offering Consumer Services, Business Services and Institutional Trading, Uphold makes pioneering financial services easy and trusted for millions of customers in more than 140 countries.

Uphold integrates with more than 30 trading venues, including centralized and decentralized    exchanges, to deliver superior liquidity and optimal execution. Uphold never loans out customer assets and is always 100% reserved.

The company pioneered radical transparency and uniquely publishes its assets and liabilities every 30 seconds on a public website (https://uphold.com/en-us/transparency).

Uphold strips away the complexity and lack of transparency to open up Web3 finance for everyone.

To learn more about Uphold, please visit https://uphold.com.

Job Summary

The Head of VIP will build and lead a specialized team focused on our top VIP users. This role is pivotal in driving increased revenue, enhancing customer lifetime value (LTV), and improving retention rates by providing personalized service, managing relationships, and creating bespoke offerings tailored to high-value users.

Essential Duties and Responsibilities

Set the direction for VIP Engagement in the UK and EU markets, ensuring the team focuses on revenue growth, retention, and product adoption.

Monitor and increase the lifetime revenue of top-tier VIPs through cross-sell/upsell initiatives, improving retention and ensuring long-term loyalty.

Build a team with direct oversight of VIP Account Managers, setting targets, monitoring performance, and ensuring the team operates with a high level of precision and personalized service.

Lead initiatives such as the VIP referral program, VIP-only product releases, and elite engagement events. Deliver a tailored product and service portfolio for VIPs.

Regularly analyze VIP user behavior to make data-backed adjustments to engagement strategies.

Provide regular reports on progress against KPIs, including revenue growth, retention and churn rates, directly to the Chief Growth Officer and other senior stakeholders.

Required Qualifications and Skills

Intensive experience in account management or client-facing roles, ideally in crypto, fintech or digital assets industries.

Direct experience in dealing with and managing high-value customer segments.

Proven track record of building and maintaining trusted relationships with high-net-worth or high-volume clients.

Strong background in relationship management and personalized engagement strategies.

Advanced analytical skills with the ability to interpret complex data and derive actionable insights.

Proven ability to develop and manage high-value customer relationships.

Experience in leading high-impact projects and managing teams.

Excellent communication skills in English.

What We Offer

Innovation and Impact: Contribute to pioneering projects in a dynamic and challenging environment.

Competitive Compensation: Performance bonuses, and comprehensive benefits on top of a competitive salary.

Strong Company Culture: Thrive in a supportive, collegiate environment with values of integrity, teamwork, accountability, and excellence.

Global Collaboration: Participate in regular updates, strategy sessions, and networking opportunities across the group.

Development Opportunities: Access training and mentorship programs.

Flexibility: Enjoy options to work from home, other locations, or adjust your hours.

Inclusive Environment: Value and respect diverse perspectives.

Our Benefits

Annual bonus program based on individual, team and company performance.

Home office stipend for a productive setup.

Generous PTO, healthcare, and employee assistance programs.

Engaging events and celebrations.

Well-stocked office kitchen with a foodie culture.

Join us to grow, innovate, and contribute meaningfully. Be part of our talented team!

Visit our careers page for more exciting opportunities, if this role isn’t the perfect fit.

EEOC Employer

We're proud to be an Equal Opportunity Employer and we celebrate our employees' differences, including race, color, religion, gender identity, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, disability, and any other protected classes. Difference makes us stronger and better - together.