VIP Vault Relations Manager

Collectors; New Castle (DE); Hybrid; USD 138,824 - 163,322; Full time

Benefits offered by this job

Health Insurance

401(K) Matching Plan

Vacation

Holiday Pay

Employee Discounts

Flexible Hours

Fun Working Environment

Fertility support

Commuter benefits

Educational assistance

Job summary

Collectors is seeking a Senior Client Relations Manager to own the vault's VIP relationships with top collectors and dealers. You will design and launch a formal VIP program and ensure it integrates with our Customer Care workflows.

You will collaborate across Vault Ops, Client Logistics, and Legal/compliance to handle high-value shipments, confidentiality, and premium service standards while expanding high-value business on the platform.

Qualifications

• Experience managing high-value, high-touch client relationships in a relevant field
• Ability to design and launch VIP programs from scratch
• Strong judgment on when to move fast for a client and when to involve partners
• Familiarity with the collectibles market is a plus

Responsibilities

• Own the vault VIP and whale-tier relationships as primary contact and status of 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 with Customer Care to fit VIP service into existing workflows
• Assess and respond to non-standard, high-value requests — unusual consignments, pricing questions, or deposits
• Coordinate with Vault Ops and Client Logistics on high-value shipments, white-glove handling, and insurance
• Build outbound growth channels to bring new/high-value collectors to the platform
• Document VIP procedures and align with audit standards across operations
• Escalate incidents with legal/compliance promptly and coordinate resolutions

Skills

High-value client relationships

Cross-functional collaboration

Collections market knowledge

Valuation & high-end logistics

Google Sheets & Docs proficiency

Excellent communication

Tools

Google Sheets

Google Docs

Job description

Collectors is seeking a Senior Client Relations Manager to own the vault's VIP relationships with top collectors and dealers. You will design and launch a formal VIP program and ensure it integrates with our Customer Care workflows.

You will collaborate across Vault Ops, Client Logistics, and Legal/compliance to handle high-value shipments, confidentiality, and premium service standards while expanding high-value business on the platform.