A rapidly expanding fintech firm, specializing in electronic trading solutions for global financial institutions, seeks an elite CX leader.On behalf of our client, a leading financial technology firm, we are seeking an exceptional leader to pioneer the role of Global Head of Client Experience. About Our Client Our client is an established innovator in the financial technology sector, specializing in electronic trading solutions for premier global financial institutions. With a client base of over 150 and growing, they have built their reputation on cutting-edge technology, bespoke solutions, and unparalleled responsiveness to market needs. The company's success stems from its unique ability to seamlessly integrate technical expertise with deep market understanding, consistently translating complex financial requirements into executable specifications. The Opportunity As the inaugural Global Head of Client Experience, you will be instrumental in shaping and scaling the client support function of this dynamic organization. This is a critical role that will directly impact the company's continued growth and market position. Key Responsibilities:
Leadership and Team Development - Oversee and expand global CX teams across New York, London, and Singapore
- Implement structures and processes to scale operations while maintaining service quality
- Mentor and develop team members, fostering a culture of excellence and continuous improvement
Client Relationship Management - Serve as the primary escalation point for high-priority client issues
- Navigate complex client interactions with poise, particularly when dealing with demanding traders
- Cultivate strong relationships with key stakeholders in client organizations
Operational Excellence - Develop and implement strategies to enhance operational efficiency without compromising responsiveness
- Leverage data and analytics to drive decision-making and process improvements
- Collaborate with product and technology teams to translate client feedback into innovative solutions
Strategic Planning - Contribute to the company's long-term vision for client experience and support
- Anticipate future market needs and align the CX function accordingly
- Implement proactive measures to maintain the company's competitive edge in client service
We are seeking a seasoned professional with:
- 10+ years of experience in client-facing roles within financial services or fintech
- Proven track record of building and leading high-performing, globally distributed teams
- Strong technical acumen, particularly in electronic trading systems or financial software
- Experience with CRM systems and support technologies
- Exceptional communication skills and the ability to remain composed under pressure
- A data-driven approach to problem-solving and process optimization
While deep knowledge of financial markets is advantageous, candidates with outstanding leadership and client service experience from adjacent industries will also be considered. Additional Details:
- Location: New York City (4 days per week in office, with Fridays remote)
- Travel: Occasional visits to London and Singapore offices (1-2 times annually)
- Reporting Line: Direct report to the Chief Operating Officer
This role presents a unique opportunity to make a significant impact in a growing, innovative financial technology firm. The successful candidate will play a pivotal role in shaping the future of client experience in the electronic trading space.Please reach out to learn more.
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