VIP Relationship Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Act as the main point of contact for VIP clients, providing exceptional, proactive, and tailored support across all interactions.

• Cultivate robust, trustworthy relationships with high-profile clients through regular engagement and prompt communication.

• Address escalated VIP concerns promptly and thoughtfully, ensuring each client feels acknowledged, valued, and well cared for.

• Deliver dedicated assistance to our OTC client base, recognizing their unique requirements and ensuring a seamless, comprehensive experience.

• Serve as a dependable intermediary between OTC clients and internal teams (Compliance, Operations, Finance) to facilitate transactions and efficiently resolve obstacles.

• Actively monitor OTC client activities and identify potential issues before they arise.

• Take ownership of and continually enhance the operational framework of the VIP program — creating playbooks, SOPs, and workflows that guarantee consistency and quality at scale.

• Spot friction points in current VIP and OTC processes and implement practical, sustainable enhancements.

• Collaborate with internal stakeholders across Operations, Product, Compliance, and Support to optimize cross-functional workflows affecting VIP clients.

• Monitor and report on service quality and operational KPIs related to VIP activities, leveraging data to drive improvements.

• Keep precise client records and documentation in accordance with internal standards.

⛳️ Requirements

• Minimum of 3 years' experience in a relationship management, client services, or customer success role — preferably with high-value or premium clients.

• Experience in fintech, crypto, payments, or a similarly fast-paced regulated environment is highly desirable.

• Proven experience in supporting or managing OTC clients, or a solid understanding of OTC trading workflows, is a significant asset.

• Demonstrated ability to handle complex client situations with professionalism, poise, and empathy.

• Outstanding interpersonal and communication skills — comfortable interacting with senior, high-profile, or demanding clients via calls, emails, and written correspondence.

• Proficient with data: capable of utilizing tools such as Excel, CRM platforms (e.g., Zendesk, HubSpot), and dashboards to monitor client activities and identify service gaps.

🏝️ Benefits

• Competitive market rate salary and performance-based incentives.

• 22 days of annual leave along with an additional 6 company days, plus bank holidays.

• Comprehensive health insurance plans.

• Support for maternity and paternity leave.

• Extensive benefits program.

• Flexible work schedule and options for remote work.

• Modern offices and co-working spaces across 6 countries.

• Provision of working equipment.

• Opportunities for professional development and training.

• Chance to influence the projects you are involved in.

• A diverse and welcoming team.

• We are receptive to new ideas.