Senior Client Relations Manager

Own the relationship for the vault's VIP and whale-tier customers, serving as their primary point of contact and the internal source of truth on the status of their items Design and launch a formal VIP program — defining who qualifies, what the experience looks like at each stage, and how it's measured Partner closely with the Customer Care team to fit VIP service into existing support workflows rather than building a disconnected parallel process Assess and respond to non-standard, high-value requests — unusual consignment terms, pricing questions on rare items, and lending-related deposits — where a generic answer won't do Coordinate directly with Vault Ops and Client Logistics on high-value shipment handling, including white-glove shipping, security pickups, and insurance coordination for valuable transit Build outbound growth channels for the vault — leveraging social media, collecting communities, and existing relationships to bring new and recurring high-value collectors to the platform Document recurring VIP procedures and partner with our Process & Standards team to bring them under the same audit standards as our core operations, so exceptional service never comes at the cost of accountability Escalate incidents with legal, compliance, or reputational exposure promptly and partner cross-functionally to resolve them Requirements Experience managing high-value, high-touch client relationships — in collectibles, luxury goods, financial services, or a comparable field where trust and discretion matter as much as responsiveness Comfort building a program from scratch rather than inheriting an existing playbook Strong judgment on when to move fast for a client and when to loop in the right partner A genuine cross-functional collaborator — this role only works well if Customer Care sees it as a partner, not a workaround Familiarity with the trading card or broader collectibles market is a plus Prior experience with valuation, high-end logistics, or lending-related transactions is a plus Strong understanding of Google Sheets, Docs, and similar tools Excellent written and verbal communication skills. Core Competencies Demonstrates expertise in managing high-value client relationships and building tailored VIP programs from the ground up, ensuring exceptional service while maintaining accountability and compliance. Proficient in coordinating logistics and collaborating cross-functionally to enhance customer experience. Highest-signal resume keywords High-Value Client Relationship Management VIP Program Development Cross-Functional Collaboration High-End Logistics Coordination Excellent Communication Skills ATS Optimization Keywords Hard Skills Valuation Lending-Related Transactions High-End Logistics Program Development Client Relationship Management Soft Skills Strong Judgment Genuine Collaboration Industry Keywords Collectibles Luxury Goods Financial Services Trading Card Market Tools & Technologies Google Sheets Google Docs #J-18808-Ljbffr Jobtailor