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