VIP Membership Program & Retention Manager

ROLE PURPOSEOwn and scale the VIP Membership program as a premium, revenue-generating engine. You are responsible for the full member lifecycle: experience design, product drops, sourcing, retention, billing operations, and performance. Success is measured by retention, renewal rate, drop performance, and member satisfaction.WHAT YOU WILL OWN1. VIP PROGRAM & EXPERIENCE• Define and manage VIP tiers, benefits, rules, and member journeys• Oversee onboarding, renewal, win-back, and surprise-and-delight moments• Own the monthly VIP calendar and ensure on-time execution• Establish SOPs, service standards, and escalation protocols2. DROPS, UNBOXING & SOURCING• Lead strategy for premium product drops and unboxing experiences• Source exciting, high-value products, especially from SEA• Manage vendor sourcing, negotiations, QA, timelines, and margins• Oversee fulfillment accuracy, delivery performance, and issue resolution• Use demand and performance data to guide inventory planning3. RETENTION & MEMBER COMMUNICATION• Oversee all VIP communications: email, SMS, in-app, and community• Improve conversion, renewal, and reactivation rates• Collaborate with creative teams on offers, landing pages, and campaigns• Run experiments, review performance, and scale winning strategies4. BILLING & OPERATIONS OVERSIGHT• Own billing logic, including renewals, retries, dunning, and refunds• Partner with finance and payments teams to reduce disputes and chargebacks• Ensure billing communication is clear, accurate, and compliant• Monitor exceptions, fix root causes, and prevent repeat issues5. TECH, QUALITY & EXECUTION• Translate business needs into clear requirements for product and engineering• Oversee QA for membership features, checkout, and entitlements• Improve support workflows, response speed, and service quality6. REPORTING & RESULTS• Deliver weekly dashboards and executive updates• Track retention, churn drivers, drop performance, and vendor quality• Present solutions with clear execution plans and measurable impactWHAT SUCCESS LOOKS LIKE• VIP membership retention and renewal rates increase• Product drops consistently sell through and delight members• Billing operations run smoothly with minimal disputes• Members feel part of a premium, high-value program