VIP Membership Experience Manager

Confidential

Ho Chi Minh, Ho Chi Minh permanent

Posted: March 6, 2026

Job Description

ROLE PURPOSE

Own the VIP Membership as a premium, revenue driving experience. You manage people, vendors, and execution. Your success is measured by retention, renewal rate, drop performance, and member satisfaction.

WHAT YOU WILL OWN

1. VIP PROGRAM & EXPERIENCE
- Define and manage VIP tiers, benefits, rules, and journeys
- Oversee onboarding, renewal, win back, and surprise moments
- Own the monthly VIP calendar and ensure on time execution
- Set SOPs, escalation rules, and quality standards

2. DROPS, UNBOXING & SOURCING
- Lead strategy for premium unboxing and recurring drops
- Source new, exciting, high value products, especially from SEA
- Manage vendors, negotiation, QA, timelines, and costs
- Oversee fulfillment accuracy, delivery, and issue resolution
- Use data to plan inventory and prevent stockouts

3. RETENTION & MEMBER COMMUNICATION
- Oversee all VIP communications: email, SMS, in app, community
- Increase VIP conversion, renewal, and reactivation rates
- Work with creative teams on offers, pages, visuals, and copy
- Run tests, review results, scale what performs

4. BILLING & OPERATIONS OVERSIGHT
- Own membership billing logic: renewals, retries, dunning, refunds
- Work with payments and finance to reduce disputes and chargebacks
- Ensure billing communication is clear and compliant
- Monitor exceptions, fix root causes, prevent repeats

5. TECH, QUALITY & EXECUTION
- Write clear requirements for product and engineering
- Oversee QA for membership features, checkout, and entitlements
- Improve support workflows, speed, and service quality

6. REPORTING & RESULTS
- Weekly dashboard and executive update
- Track retention, churn reasons, drop performance, vendor quality
- Present fixes with clear execution plans and expected impact

WHAT MATTERS

- Experience over education
- Results over promises
- Numbers over opinions
- Strong ownership and execution

REQUIREMENTS

- 4+ years across at least two: subscription or membership, eCommerce ops, retention marketing, CX ops, vendor sourcing, product ops
- Experience managing calendars, vendors, and cross team execution
- Data driven, comfortable with KPIs and dashboards
- English working level, IELTS equivalent 6 or higher

NICE TO HAVE

- Retries, dunning, chargeback prevention
- SEA sourcing experience
- Lifecycle segmentation and testing

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