Head Of Client Experience

Summary

Join Pepperstone as the Head of Client Experience and lead globally distributed teams across APAC, Chile, Cyprus, and the Bahamas. You will design, implement, and execute the client experience strategy, optimizing client journeys and driving client satisfaction. This pivotal role requires 10+ years of experience leading client-facing teams in the CFD or Forex industry, along with expertise in data-driven insights and team development. You will collaborate with key stakeholders, ensuring client experience objectives are met across major projects. Pepperstone offers a competitive salary, flexible working arrangements, personal development opportunities, and comprehensive benefits.

Requirements

• 10+ years in leading client-facing teams (customer service and/or sales)
• Experience in optimizing client journeys, including knowledge of user design principles and the client lifecycle in a CFD or Forex industry
• Experience in responding to ongoing external environment changes and trends which impact client-facing functions
• Experience in providing accurate data-driven insights to improve business performance, and ultimately the function’s strategic direction
• A proven ability to coach and develop leaders
• Ability to lead and maintain high-performing, geographically dispersed, cross-cultural teams
• Excellent interpersonal, communication and presentation skills
• Excellent stakeholder management and collaboration skills, including the ability to influence and negotiate with stakeholders internally and externally
• Proven ability to work at pace, managing multiple priorities and stakeholders effectively in a constantly evolving environment
• Personal attributes of pragmatism and approachability, and a growth mindset
• Technologically savvy, with a demonstrated interest in sourcing progressive CX solutions

Responsibilities

• Design, implement, and execute Pepperstone’s client experience strategy in partnership with key teams, including UX, Product, and CRM
• Lead and optimize global Client Services and Client Onboarding teams to drive client satisfaction, engagement, and conversion
• Adjust client strategies and resource allocations to support growth objectives, high client conversion rates, and revenue targets
• Establish systems to monitor and review client experience metrics, fostering a data-driven approach across teams
• Implement feedback loops to gather, analyze, and integrate client insights from interactions, surveys, and reviews into the experience strategy
• Evaluate and align technology and staffing solutions with client experience goals and company performance standards
• Collaborate with stakeholders to enhance Pepperstone’s client products and shape strategic initiatives through committees and working groups
• Drive achievement of SLAs and KPIs through cross-functional collaboration
• Lead client-focused aspects of major projects, such as digital transformation, ensuring client experience objectives are met
• Build and maintain strong internal and external relationships, collaborating with ExCo, SLT, Sales, Marketing, and support teams

Benefits

• Competitive salary structure including company bonus scheme
• Genuinely collaborative and friendly culture
• Flexible and hybrid working
• Remote working option - work from anywhere for up to 6 weeks per year
• Ongoing personal development & learning opportunities
• 3 paid volunteering days per year & Workplace Giving Program
• Periodic recognition and reward programs for outstanding performance and achievements
• Frequent events and celebrations
• Comprehensive medical insurance with coverage for your healthcare needs
• Pension fund
• Employee Assistance Program & Wellbeing Initiatives
• Convenient and cozy office located near the Limassol Municipal Garden