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Triumph operates Rips, a TCG pack-opening app, and a skill-based real-cash Arcade app. The company is building a VIP program that serves users through dedicated hosts, personalized service, and exclusive benefits.
You will be hired as the VIP Activation Lead to establish and own a new growth function within the VIP department. Your core mission is identifying promising users, initiating meaningful conversations, and developing those relationships into successful VIP host partnerships.
You will own the entire activation process from initial prospect qualification through handoff to a VIP host. This is a hands-on role where you'll work directly with users while simultaneously building the workflows, CRM practices, and playbooks that allow the function to scale.
Key responsibilities include:
- Building the VIP activation function from the ground up: establishing the process for reviewing prospects, prioritizing outreach, managing follow-ups, and transitioning qualified users to VIP hosts.
- Turning customer insights into qualified prospects by evaluating user data and using judgment to decide which users warrant outreach.
- Owning player outreach: starting personalized conversations, understanding user interests, explaining the VIP experience, and building relationships through consistent follow-through.
- Developing outreach playbooks: creating and improving messaging, contact strategies, and approaches tailored to different user interests across both Rips and Arcade.
- Shaping the CRM in partnership with product and engineering to define pipeline stages, required information, activity tracking, reminders, and reporting.
- Coordinating incentives with VIP leadership to use approved offers thoughtfully and track their cost and results.
- Delivering strong host handoffs by ensuring receiving hosts have the user's preferences, conversation history, commitments, and a clear introduction.
- Measuring and improving performance by tracking prospect quality, responses, pipeline progression, successful handoffs, and longer-term relationship outcomes.
- Helping build the team by documenting what works and assisting with recruitment, onboarding, and coaching of additional activation team members as the function grows.
- Maintaining player trust by handling customer information appropriately and following Triumph's contact preferences, account restrictions, and user safety procedures.
Triumph describes the opportunity as high-agency with a small, high-impact VIP team growing rapidly with significant opportunity for leadership and growth. The company is experiencing 16x year-over-year growth and emphasizes a passionate, fast-moving team culture.
REQUIREMENTS:
- 4+ years of 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 approach when evidence calls for it.
- Ability to work independently, make practical decisions, and collaborate across VIP, product, engineering, and operations.
- Plus: experience with consumer apps, gaming, collectibles, hospitality, or concierge services; experience hiring or coaching a sales or customer-facing team.
