Headquarters: North Carolina
URL: http://www.springroll.com
We’re looking for a high-performing VIP Specialist Lead to drive our restaurant partner retention strategy and elevate the VIP client experience. This is a leadership-track role that sits at the intersection of customer success, operations, and strategic relationship management — perfect for someone who thrives in fast-paced, multicultural environments.
Key Responsibilities
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Strategic Retention: Design and lead initiatives to improve retention of our highest-value restaurant clients.
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Client Engagement: Maintain close, proactive relationships with VIP clients, understanding their evolving needs and recommending solutions.
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Team Leadership: Oversee a small team of VIP specialists (future-facing), ensuring performance, motivation, and development.
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Cross-functional Liaison: Collaborate with Operations, Finance, Marketing, and Sales to ensure VIP programs are aligned with business objectives.
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Insights & Reporting: Analyze trends and feedback to propose improvements to processes, perks, and overall satisfaction.
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New Initiatives: Help define and test scalable VIP perks/programs as we grow beyond Chinese cuisine into broader US-based restaurant segments.
Qualifications
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Bilingual fluency in English and Mandarin (or strong familiarity with Chinese restaurant culture in the US).
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3+ years in a customer success, client relationship, or account management role (experience with restaurant industry or food platforms a big plus).
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Comfortable with tools like Excel, Google Sheets, and CRM systems; bonus if familiar with BI tools.
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Strong communication skills and a problem-solving mindset.
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Able to thrive in ambiguity and drive improvements independently.
Job Details
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Location: Remote (preferably able to work at least 6 hours/day in US time zones 10am-12am).
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Compensation: Starting from USD $18–$25/hour depending on experience, with growth opportunities.
Type: Full-time contractor.