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Binance, the world's largest cryptocurrency exchange by trading volume, is seeking a VIP User Operations Senior Specialist to lead lifecycle operations for high-value and VIP users. This role owns the complete user journey from acquisition through long-term value growth, with responsibility for strategy, execution, and cross-functional collaboration.
Key responsibilities include:
• Own and lead VIP user lifecycle operations covering acquisition, activation, retention, repeat engagement, asset retention, and long-term value growth
• Build and optimize a comprehensive VIP user segmentation framework based on asset size, trading behavior, activity level, and user preferences to enable differentiated operational strategies
• Enhance VIP user retention and engagement through membership benefits, exclusive campaigns, loyalty programs, gamification, targeted outreach, and personalized services
• Drive VIP conversion and asset growth by identifying high-potential users and designing mechanisms to improve upgrade conversion, asset retention, and product penetration
• Design and optimize VIP referral and advocacy programs to drive organic growth and network-based expansion among premium users
• Lead A/B testing and refined operational strategies to continuously improve efficiency, conversion, and user experience
• Drive cross-functional collaboration with Product, Marketing, Customer Service, Sales, Compliance, and Risk teams to ensure smooth execution of VIP strategies and campaigns
• Apply strong analytical thinking to build user monitoring frameworks, uncover insights, identify operational gaps, and develop data-driven solutions
• Develop deep understanding of product features, user journeys, and value propositions to translate VIP user preferences and pain points into actionable improvements
Requirements:
• 5+ years of experience in the internet industry, with at least 3 years in senior user operations, VIP operations, or growth roles in e-commerce, fintech, trading platforms, wealth management, or related sectors
• Proven track record managing VIP, high-net-worth, or key user segments with successful cases in retention, engagement, conversion, repeat activity, or asset growth
• Proven ability to independently lead VIP user operation initiatives and campaigns with structured methodology and strong execution skills
• Strong command of user segmentation, A/B testing, funnel analysis, lifecycle management, and personalized operational strategies
• Familiarity with marketing automation platforms, CRM systems, or user operation tools with ability to scale personalized and automated operations
• Excellent analytical skills to build and improve user monitoring frameworks, identify issues through data, validate hypotheses, and drive actionable solutions
• Familiarity with multi-line products and user journeys with ability to identify VIP user preferences, needs, and pain points
• Strong ability to work across internal cross-functional teams and external stakeholders
• Fluent in both English and Mandarin Chinese with ability to collaborate effectively with global teams and overseas partners
