VIP Relationship Ownership: Cultivate strong, trusted relationships with high-value clients by understanding their needs and delivering proactive, white-glove service.
Real-Time Client Support: Respond to VIP inquiries with speed, accuracy, and professionalism across various channels (chat, email, and calls).
Issue Tracking & Resolution: Manage and follow up on client requests end-to-end, ensuring timely resolution and high client satisfaction.
Client Experience Enhancement: Anticipate VIP needs and provide customized, concierge-level support with a solutions-oriented mindset.
Cross-Functional Coordination: Act as the bridge between clients and internal stakeholders (Customer Support, Business Development, Product), ensuring seamless issue escalation and resolution.
Service Improvement Initiatives: Contribute to the refinement of internal processes and play a key role in shaping the VIP operations framework.

At least 5 years of experience in premium service environments such as hotel guest relations, luxury retail, private banking support, or airline VIP services.
Excellent communication skills in both English and Chinese (written and spoken), with the ability to serve a global client base.
Strong interpersonal and client-handling skills, with a passion for delivering best-in-class service under pressure.
Highly detail-oriented and organized, with the ability to multitask and manage competing priorities effectively.
Demonstrated maturity, discretion, and professionalism when dealing with confidential or sensitive client matters.
Prior experience supporting international or high-net-worth clientele.

Senior VIP Relationship Manager

Key skills