Director, VIP

THE OPPORTUNITY

Swish Breaks is redefining live shopping dquartered in NYC, we’re the fastest-growing live commerce company in the U.S., powering 100,000+ orders / month across Whatnot, Fanatics Live, Tik Tok, and our own digital experiences. This isn’t a corporate job, it’s a front-row seat to building the future of live commerce. Our team moves fast, obsesses over the product, and is redefining the shopping experience for customers all over the globe.

If you want to help change the game this is the place.

The Director of VIP Experience owns Swish’s most important relationships. You turn top collectors into lifelong community members through trust, access, and moments money can’t buy. You manage a VIP portfolio, help shape Swish’s VIP program, and act as the direct line between our highest-value fans and the brand. This role is for someone with taste, authority, and emotional IQ who thrives in high-velocity environments.

On-site at HQ, with flexibility for nights, weekends, and VIP travel.

You will:

• Manage and own a portfolio of Swish’s top VIPs, driving retention, loyalty, and lifetime value through trust, access, and consistency
• Serve as the single point of ownership for VIP relationships, delivering proactive, personalized engagement across phone, text, and email
• Know your VIPs deeply, preferences, patterns, timing, and opportunities to increase engagement and spend
• Help build and evolve the Swish loyalty program, shaping access, benefits, and moments that feel earned, not transactional
• Represent Swish in high-stakes environments, hosting and attending VIP events, activations, and off-site experiences
• Act as the voice of the VIP, translating behavior and feedback into clear insights for Operations, Marketing, and Leadership
• Plan, host, and attend VIP events, activations, and experiences
• Support VIP onboarding and lifecycle journeys in close coordination with Marketing, Ops, and Customer Support
• Master the Swish product and experience, advising VIPs with confidence and credibility
• Be available when it matters, including nights, weekends, and select travel tied to VIP moments and events

You have:

• Experience managing high-value relationships in luxury hospitality, casino gaming, sports VIP, concierge, or elite account roles
• A track record of earning trust and driving loyalty with discerning, high-expectation customers
• Elite communication instincts — you know when to text, when to call, and when silence is the move
• High emotional intelligence, with confidence handling sensitive conversations, pressure, and edge cases
• Strong organizational discipline in fast-moving, high-touch environments
• A relationship-first mindset with commercial awareness — you understand value exchange, not just service
• Comfort operating outside traditional hours, aligned to when VIPs are active
• A collaborative approach that builds trust internally while protecting the VIP experience externally

• Experience in live shopping, creator marketplaces, ecommerce, sports, and/or TCG
• You are a culture warrior and thrive in expressive environments (streetwear, sports, gaming, media)
• You love creators, fans, collectors, and the culture that surrounds them — this isn’t just a job to you

• Model championship culture: speed, precision, no ego, no drama, high accountability
• High ownership:
  Leaders here solve, not wait
• No ego:
  We review, take feedback, fix mistakes fast
• Speed + judgment:
  You ship constantly
• AI-first:
  If it can be automated, you automate it
• In-office energy:
  Culture doesn’t build itself on Zoom