VIP Customer Success & Loyalty Specialist

Company: GiftBasketsOverseas.com

We are looking for a VIP Customer Success & Loyalty Specialist to build meaningful relationships with our most valuable customers, helping them feel recognized, appreciated, and supported throughout their gifting journey.
This is a unique opportunity to join a newly created role and help shape the future of our VIP Loyalty Program. You'll not only provide concierge-level service to VIP clients but also contribute to building the processes, workflows, and playbooks that will define the program as it grows.
Our long-term vision is simple: to become each VIP customer's trusted gifting partner—the first company they think of whenever they need to celebrate life's important moments.
What You'll Do
Build Exceptional VIP Relationships
* Manage a portfolio of VIP customers and serve as their primary point of contact
* Develop a deep understanding of each customer's gifting history, preferences, and important occasions
* Proactively reach out before expected gifting events and reordering periods
* Deliver personalized, concierge-level support through phone, email, and messaging channels
* Coordinate custom and special gifting requests with internal teams
* Conduct post-delivery follow-ups to ensure customer satisfaction
* Maintain detailed and accurate customer records in HubSpot
Drive Loyalty, Retention & Reactivation
* Monitor customer engagement and purchasing patterns
* Identify customers at risk of becoming inactive and take proactive action
* Conduct reactivation campaigns through personal outreach and customer feedback initiatives
* Coordinate approved loyalty gestures, incentives, and recovery actions
* Track outcomes and continuously improve retention strategies
Help Shape the VIP Program
* Contribute ideas for improving customer engagement, retention, and loyalty
* Help develop VIP outreach playbooks, contact cadences, and customer segmentation strategies
* Partner with Customer Success, Marketing, Sales, and Operations teams on program initiatives
* Support the development of automated customer journeys and retention workflows
* Track and report key program metrics, including retention, reactivation, response times, and customer engagement
What We're Looking For
Required
* Fluent English (written and spoken)
* Experience in Customer Success, Account Management, Hospitality, Concierge Services, Customer Care, or another relationship-focused role
* Excellent communication and interpersonal skills
* Strong organizational and time-management abilities
* Comfortable using CRM systems and customer data to guide actions
* Proactive and self-motivated, with a strong sense of ownership
* Empathetic, detail-oriented, and genuinely interested in helping customers
* Comfortable working in a dynamic environment where processes continue to evolve
Nice to Have
* Additional language skills (Spanish, Portuguese, or other languages)
* Experience in loyalty, retention, VIP customer management, ecommerce, hospitality, or luxury services
* Familiarity with HubSpot
* Experience with survey tools such as SurveyHero or Typeform
* Strong problem-solving and conflict-resolution skills
* Interest in gifting, customer experience, and relationship-building
* Enjoyment of creating structure and improving processes from the ground up
Salary: USD $1,000 per month
Why Join Us?
* Opportunity to help build a new VIP loyalty program from the ground up
* Direct impact on customer retention and business growth
* Work with a supportive and collaborative international team
* Fully remote work environment
* Professional growth and development opportunities
* Meaningful work focused on building long-term customer relationships
If you enjoy creating memorable customer experiences, building lasting relationships, and helping shape new initiatives, we'd love to hear from you.

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