Head of Customer

2 weeks ago

Sydney, New South Wales, Australia Finstro Full time

Finstro has been solving financial challenges within B2B Trade finance since 2012 and served global businesses with over $1 billion in Trade Payments.

Finstro provides a complete cashflow management platform, enabling customer and supplier payments and providing innovative credit-based solutions to help businesses grow.

We are the solution to pay and get paid on terms that suit your business.

If you have energy, ambition and want to work for a dynamic, rapid growth, FinTech business, there are exciting opportunities to advance your career by joining our global team.

We are looking for a Full Time Head of Customer to join our Sydney team to continue and grow our Customer-Centric vision, ensuring it aligns with our Goals and Values.

Key Responsibilities:

  • Design and implement strategies to increase customer retention and lifetime value, such as loyalty programs and personalised communications.
  • Oversee the day-to-day operations of customer support, success and engagement teams, ensuring the delivery of timely and effective service that meet performance and quality standards.
  • Proactively address issues that may lead to customer churn and develop processes to win back dissatisfied customers.
  • Partner with Product, Marketing and Sales teams to align customer-facing strategies.
  • Develop and monitor key customer metrics (e.g. NPI, CSAT, CLV) and KPIs for customer service and experience (e.g. response time, resolution time).
  • Leverage customer insights to guide decision-making, improve service delivery, and develop new products/services that meet customer needs

Required Skills & Experience:

  • Bachelor's degree in Business, Marketing, or a related field. MBA or equivalent experience (Desired)
  • 10+ years of experience in customer experience, customer success or a related role, with at least 5 years in a leadership capacity ideally in a large team
  • Deep understanding of customer service and experience metrics (e.g., NPS, CSAT, CLV, CES)
  • Strong understanding of customer service technologies, CRM systems, analytics and digital transformation is a plus.
  • Strong communication and interpersonal skills, with the ability to build relationships and collaborate with various stakeholders.
  • Strategic thinking with the ability to design and implement long-term customer experience initiatives.
  • Proven experience of improving customer satisfaction and driving business growth.

If you are an experienced Head of Customer who is looking for your next career step, we encourage you to apply.

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