The Pepperstone story started in 2010. We know what it's like to trade the world's markets. Our team describes us as a place for the curious and the driven, and we like to do things a little differently; as a transformative global fintech we're digital, nimble, connected, and united in our vision to create a better way to trade.
We thrive on progress - for our clients and for ourselves. Our organizational culture is ever-evolving, vibrant, diverse, global and results-focused. You'll find our 350+ team currently across 9 locations and time zones.
The Role
Our Client Services team is dedicated to delivering seamless, high-quality support that reflects our commitment to client excellence at every interaction. Now, we're excited to introduce the Head of Client Experience - a brand-new role designed to further elevate our client journey and drive our client experience strategy forward. As our Head of Client Experience(CX), you'll lead a globally distributed team across APAC, Chile, Cyprus, and the Bahamas, encompassing both Client Services and Client Onboarding teams, and inspire them to deliver best-in-class client experiences true to our core values.
In this pivotal role, you'll be responsible for creating exceptional client value by responding to market shifts, integrating cutting-edge technologies, and continuously optimizing client journeys. This is a unique opportunity for a visionary leader with a client-first mindset who is ready to enhance Pepperstone's commitment to client excellence and lead a passionate, client-focused team in crafting a world-class client experience.
Your key responsibilities will include, but not limited to
- 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.
About you
- 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
Why you will enjoy working with us
- 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
More about Pepperstone
We're a regulated online Forex and CFD trading platform. With the scale of a global fintech and the agility of a start-up, we arm our clients with everything they need to take on the global markets with confidence. You will be part of a wider passionate and friendly team, and whilst things may not always go to plan, we learn quickly and move forward with impact. To learn even more visit Pepperstonecareers.com and www.linkedin.com/company/pepperstone/
We understand it's important to do due diligence on a prospective employer, see what our team are saying on Glassdoor. We respect our team members' experiences and will never pay to remove a negative review.
Pepperstone is an equal opportunity employer. We are passionate about building a diverse workplace and strongly encourage applications from any background.
"We are a 2023 Circle Back Initiative Employer - we respond to every applicant".
We will be reviewing applications as they come through, so if this is an opportunity that excites you, don't wait. Express your interest by clicking the apply button below as soon as possible.
Note to external agencies: While we appreciate the efforts of external recruitment agencies, we prefer to engage directly with applicants for this opportunity.
