Senior Customer Experience Manager | Digital Transformation

Overview

Remote (Preferred GMT+4 ±1h). Language: Native English (C2 required).About the Company

Our client is a

leading liquidity and technology provider

specializing in the

crypto

and

foreign exchange (FX)

industries. With over 10 years of experience, they deliver advanced

B2B tech solutions

that empower brokers and financial institutions to scale faster while minimizing infrastructure costs. Their clients include licensed brokers,

crypto exchanges ,

hedge funds , and

asset managers

globally.Position Overview

The

Customer Experience Officer

will play a strategic role in enhancing and optimizing the customer journey across all business lines. Reporting directly to the

Chief Strategy Officer , this role involves collaborating with multiple teams to consistently advocate for client needs and improve satisfaction and retention.The primary focus will be on

customer journey design ,

cross-functional coordination ,

platform audits , and the use of

analytics

to drive improvements in customer experience and retention.Key Responsibilities

Customer Journey Design : Design and implement comprehensive customer journeys to ensure seamless user experiences across all platforms.Cross-functional Coordination : Collaborate with internal teams like

compliance ,

legal ,

finance ,

sales ,

customer support , and the

Salesforce team

to align all departments with customer-centric objectives.Platform Audits : Regularly audit customer-facing platforms to identify areas of improvement, including UI bugs, user friction points, and other issues impacting the customer experience.Customer Feedback and Analytics : Collect feedback and analyze customer data to derive actionable insights that will help refine strategies, improve products, and enhance customer satisfaction.Internal Advocacy : Act as a customer advocate within the company, ensuring that customer concerns and feedback influence strategic decision-making.Reporting and Metrics : Regularly monitor key metrics such as

CSAT ,

NPS , and

customer retention

and report findings to track performance and identify areas for improvement.KPIs

CSAT

(Customer Satisfaction Score)NPS

(Net Promoter Score)Customer Retention

and

Churn RateTime to Revenue

(from client onboarding to revenue generation)Resolution Time

for client issuesSkills and Experience Requirements

5+ years of experience

in customer experience, product management, or a related field, preferably in

SaaS ,

fintech , or

iGaming .Customer Journey Design : Proven experience in designing customer journeys within

SaaS ,

fintech ,

digital entertainment , or high-growth retail platforms (e.g., Netflix, Spotify, Revolut).Customer Advocacy : Successful track record of advocating for customers and coordinating complex, multi-department initiatives to improve the customer experience.Salesforce and Analytics : Strong proficiency in

Salesforce

and

customer analytics

tools, essential for managing customer data and driving insights.Problem-Solving : Strong analytical and problem-solving skills to address client pain points and ensure satisfaction.Communication : Excellent

communication skills , both verbal and written, to effectively collaborate with teams and interact with clients.What the Company Offers

Hybrid work environment

– Flexibility to work remotely or from the office, depending on your location.A dynamic and technically challenging environment

– Engage in exciting, cutting-edge projects within the

crypto

and

FX

industries.Competitive salary and performance-based incentives

– Attractive compensation package with performance-related rewards.21 paid holidays

– Generous annual leave to support a healthy work-life balance.Amazing networking events within the group

– Participate in exclusive events that foster collaboration and professional networking within the company.Growth opportunities within the group

– Ongoing opportunities for career development and internal ..... full job details .....