Senior VIP Relationship Manager – Elite Client Concierge

Btse; Hong Kong; On-site; HKD 600,000 - 900,000; Full time

Job summary

BTSE is seeking a Senior VIP Relationship Manager to provide high-quality support and relationship management for our most valued clients. The role focuses on delivering proactive white-glove service, real-time responses across chat, email, and calls, and cross-functional collaboration to ensure outstanding VIP experiences.

Ideal candidates have 5+ years in premium service environments such as hotel guest relations, luxury retail, or private banking support, with fluent English and Chinese,

Qualifications

• 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.

Responsibilities

• 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.

Job description

BTSE is seeking a Senior VIP Relationship Manager to provide high-quality support and relationship management for our most valued clients. The role focuses on delivering proactive white-glove service, real-time responses across chat, email, and calls, and cross-functional collaboration to ensure outstanding VIP experiences.

Ideal candidates have 5+ years in premium service environments such as hotel guest relations, luxury retail, or private banking support, with fluent English and Chinese,