We are seeking an experienced leader to oversee two critical client-facing functions in a fast-paced CFD/FX fintech environment: Customer Service (Live trading support, platform, account, funding, trade issues) and Online Community & Reputation Management.
Responsibilities
Define and drive the overall client experience strategy across Customer Service and Community channels.
Ensure consistent tone, accuracy, and empathy across private (tickets/chats) and public (reviews/social) responses.
Establish a service philosophy and response framework suited to client demographics.
Set KPIs, performance standards, and coaching frameworks for both teams.
Build leadership capability within both functions and develop succession planning.
Lead overall store performance, achieving sales, profitability, productivity, client development, and operational objectives.
Compensation
In addition to a competitive salary, the hired candidate will be eligible for a quarterly bonus and a comprehensive benefits package, including medical, dental and vision coverage; short- and long-term disability; paid parental leave; seven paid holidays; up to 120 hours of accrued paid vacation; four personal days; two community service days; employee discounts; and a retirement plan with an employer contribution.
Responsibilities
Lead overall store performance
Develop and execute store-specific business strategies
Analyze KPIs, traffic, inventory performance, client trends, and market opportunities
Drive continuous improvement across sales, conversion, UPT, CRM capture, productivity, repurchase rate, and inventory productivity
Manage store expenses, payroll, and scheduling while maximizing productivity and profitability
Requirements
Bachelor’s degree preferred; relevant experience accepted in lieu of a degree
Lead and embed the Client Experience agenda, translating the firmwide vision into clear priorities, measurable outcomes and consistent ways of working that enhance the experience of all clients.
Responsibilities
Lead and embed the Client Experience agenda
Collaborate with stakeholders across the Priority Client Programme
Build and lead the Client Experience capability
Lead the Client Insight team
Lead the development of strategic buyer programmes
The Associate Manager is responsible for creating a client experience that accurately reflects the ethos of our brand while building and maintaining strong client relationships and driving sales through outstanding service.
Responsibilities
Meet and exceed individual and store baseline goals for personal sales and KPI metrics inclusive of conversion, DPT, UPT and Client Data Capture.
Display a good sense of initiative, able to plan and prioritize, display strategic thinking, and champion change in an effective manner.
Take pride in work and strive for excellence.
Take responsibility for performance and complete all assigned tasks and meet deadlines.
Help teach others training content through consistent roleplay and coaching.
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