VIP Manager

WeTheHobby is a thriving sports entertainment company with global reach, headquartered in Rochester, NY. We value creativity, diversity, innovation, dedication, and our community!

Our work environment includes:

• Modern office setting
• Strong growth opportunities
• Flexible working hours
• Lively atmosphere
• A team that cares about one another
• Welcoming and inclusive culture

WeTheHobby, a trusted and respected brand in the sports collectibles industry, is seeking a highly personable and strategic VIP Manager to join our dynamic team and lead efforts in cultivating long-term relationships with our most valuable customers. This role is pivotal in shaping premium client experiences, managing the VIP lifecycle, and driving engagement through direct communication, thoughtful service, and memorable activations.

Reporting to the Director of VIP Client Services, the VIP Manager will be responsible for overseeing a growing portfolio of high-value clients and collaborating with internal teams to ensure every interaction exceeds expectations.

This role is based out of our innovative sports card store and headquarters in the Neighborhood of the Arts/Village Gate, Rochester, NY.

What You’ll Do:

• Serve as the main point of contact for top-tier VIP clients, offering personalized, white-glove service.
• Build, manage, and grow long-term relationships with VIPs to increase retention, lifetime value, and client satisfaction.
• Execute and help evolve our structured VIP rewards program in collaboration with leadership.
• Regularly communicate with VIPs via phone, text, email, and in-person touchpoints to anticipate and exceed their needs.
• Coordinate and attend exclusive events, private viewings, and national experiences tailored for high-end clients.
• Partner with Operations, Marketing, and other departments to ensure a seamless and consistent client experience across channels.
• Analyze client behavior and purchasing patterns to inform strategic decisions and identify opportunities for increased engagement.
• Represent WeTheHobby at industry trade shows, card conventions, and private events.
• Travel as needed to connect with top clients or support national activations.

Who You Are:

• 5 years of experience in high-end customer service, account management, luxury sales, hospitality, or similar client-facing role.
• Deep passion for sports, collectibles, and relationship-building.
• Excellent communication and active listening skills, both written and verbal.
• Highly emotionally intelligent and skilled at managing client expectations.
• Organized and proactive, with the ability to juggle multiple priorities and tasks in a fast-paced setting.
• Collaborative mindset and comfort working across departments.
• Bachelor’s Degree preferred (Business, Marketing, Communications, or related field).
• Willingness to work non-traditional hours including evenings, weekends, and travel as needed.
• A go-getter who thrives in a startup-like culture and is excited to help shape the future of our VIP experience.
• A proactive team player with a problem-solving mindset and a customer-first attitude.

In accordance with applicable Federal and State laws, the anticipated annual salary range for this position based upon location in Rochester, NY and experience is $74,000 - $93,000 annually.

To comply with Federal law, WeTheHobby participates in E-Verify. All newly-hired employees are verified through this electronic system established by the Department of Homeland Security (DHS) and the Social Security Administration (SSA) to confirm their identity and employment eligibility.