Serve as the primary point of contact for VIP clients, delivering premium, proactive, and highly personalised support across all touchpoints.
Build strong, trusted relationships with top-tier clients through regular check-ins and timely communication.
Resolve escalated VIP issues swiftly and thoughtfully, ensuring every client feels heard, valued, and well looked after.
Provide dedicated support to our OTC client base, understanding their specific needs and ensuring a smooth, end-to-end experience.
Act as a reliable liaison between OTC clients and internal teams (Compliance, Operations, Finance) to facilitate transactions and resolve blockers efficiently.
Proactively monitor OTC client activity and flag potential issues before they escalate.
Own and continuously improve the operational foundations of the VIP programme — developing playbooks, SOPs, and workflows that ensure consistency and quality at scale.
Identify friction points in existing VIP and OTC processes and drive practical, lasting improvements.
Collaborate with internal stakeholders across Operations, Product, Compliance, and Support to streamline cross-functional workflows impacting VIP clients.
Track and report on service quality and operational KPIs related to VIP activity, using data to inform improvements.
Maintain accurate client records and documentation in line with internal standards.

3+ years' experience in a relationship management, client services, or customer success role — ideally with high-value or premium clients.
Background in fintech, crypto, payments, or a similarly fast-paced regulated environment strongly preferred.
Demonstrable experience supporting or managing OTC clients, or a strong understanding of OTC trading workflows, is a significant advantage.
Proven ability to manage complex client situations with professionalism, composure, and care.
Exceptional interpersonal and communication skills — comfortable engaging with senior, high-profile, or demanding clients via calls, emails, and written correspondence.
Data-comfortable: able to use tools like Excel, CRM platforms (e.g. Zendesk, HubSpot), and dashboards to track client activity and identify service gaps.

VIP Relationship Manager

Key skills