VIP Account Manager

VIP Account Manager

Since 2013, CoinJar has provided a trusted platform for clients to buy, sell, spend and trade cryptocurrency. Founded in Australia, we now operate in the United Kingdom, Ireland, and the United States. We are looking for a VIP Account Manager to join CoinJar's Australian team.

The VIP Account Manager will serve as the primary point of contact for CoinJar's most valuable users. This role focuses on providing proactive, tailored support to VIP users, ensuring top tier service, driving loyalty and optimising their CoinJar experience. The perfect candidate will have excellent interpersonal skills with a strong understanding of cryptocurrency and financial products.

Key responsibilities:

• Build and nurture long-term relationships with VIP, HNW, and institutional clients, delivering tailored service and support aligned with their unique needs.
• Act as the primary point of contact for a portfolio of high-value clients, providing proactive, responsive, and personalised account management.
• Partner with internal teams including Compliance and Marketing to coordinate VIP-focused initiatives, feature rollouts, and support resolution.
• Implement VIP engagement strategies, including personalised outreach, exclusive offers, and invitations to VIP-only events.
• Stay informed on competitor offerings and industry trends to help inform CoinJar's product and service enhancements.
• Lead proactive onboarding efforts for new VIP clients, ensuring a seamless and high-touch experience.
• Manage inbound enquiries from sales, marketing, and institutional channels, ensuring prompt and accurate routing to relevant internal stakeholders.
• Facilitate OTC trade execution and hedging for VIP clients as required.
• Ensure timely, high-quality handling of VIP client issues and requests, serving as their advocate within the business.
• Re-engage and reactivate dormant VIP accounts through targeted outreach and personalised engagement.
• Stay up to date with macroeconomic and digital asset market developments to support execution trading conversations with clients.