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Head of Customer Success

2 weeks ago

Brisbane, Queensland, Australia DMCG Global Full time $120,000 - $180,000 per year

Our client is one of Australia's leading investment trading platform in the Fintech sector. As they continue to grow, they are now looking for Head of Customer Experience to lead the customer success function of the business.

Scope of the Role

As Head of Customer Experience, you will set the vision and strategic goals for customer experience where you will focus on driving product adoption and optimising overall customer experience with the help of several direct reports in your team. Together with the CEO and Founders, you will set the customer engagement and satisfaction metrics, and work to improve them over time.

Ideal Applicants

You are a seasoned leader in leading a Customer Success or Customer Experience function in industries across finance or tech. At a minimum you must have a background in personally investing in crypto on centralised trading platforms as a customer.

Requirements:

  • Proven experience leading teams, driving product adoption and leveraging customer success best practices in a B2C organisation
  • Prior experience in trading or investing in crypto as a consumer. (This is a must) If you work in the industry this is also a bonus.
  • Proven ability to develop strategies, translate them into initiatives and track successful delivery
  • Able to be flexible and agile in responding to evolving business priorities and needs
  • Able to collaborate across the organisation and with external stakeholders
  • Willing and able to address escalated client issues with speed and urgency while looking for areas of improvement.
  • Love of the start-up environment and the opportunity to make your mark on a growing organisation.

This is a unique opportunity to work along side some really great leaders in fintech. A competitive salary, hybrid work arrangements, great team culture, and an ambitious vision and journey awaits you here.