Client & Partner Solutions Manager

Please note that we will only be able to accept candidates who have the appropriate rights and documentation for employment in Cyprus.

Who We Are

Axi is a leading global provider of margin and deliverable Foreign Exchange, Contracts for Difference (CFDs), and Financial Spread Betting. Our business has evolved into a global, technology-led brokerage focused on delivering a great trading experience for clients and partners around the world.

Let’s talk about the cool stuff you will do at Axi!

As our Client & Partner Solutions Manager, you will lead our global team responsible for delivering a premium experience and exceptional solutions to Axi’s VIP clients and partners.

This is more than a service leadership role. You will use client and partner insights to identify opportunities to improve how we operate, influence product and service development, strengthen retention, and ultimately support Axi’s growth.

You will lead a high-performing team, drive operational excellence and work closely with stakeholders across the business to make sure the voice of our clients and partners translates into meaningful action.

Your EDGE Assignment / You Will

•Lead and execute Axi’s global Client & Partner Solutions strategy and operating model, aligning service standards, workflows, tools and escalation paths across all regions.

•Deliver a premium, consistent experience for our VIP clients and partners, acting as the senior escalation point for complex or sensitive matters such as trading disputes, funding issues and account reviews.

•Own key performance measures including CSAT, First Response Time, Resolution Time, Average Handling Time, VIP client retention and partner satisfaction.

•Build a structured voice-of-client and voice-of-partner feedback loop, turning frontline insights into recommendations for Product, Marketing and Sales.

•Partner closely with Trading, Compliance, Risk, Settlements, Sales/Partnerships and Product teams to resolve complex issues and improve the overall client and partner experience.

•Maintain a single global set of SOPs, knowledge base content and service level agreements so every region operates to the same standard.

•Analyse performance data, service trends and feedback to identify risks, gaps and continuous improvement opportunities.

•Work with Technology and Operations to improve CRM, ticketing and automation tools that make the team more efficient.

•Lead, coach and develop a high-performing global team, building product, platform and trading knowledge and fostering one global CPS culture.

•Manage performance, succession planning and talent development within the team.

•Design scheduling and follow-the-sun coverage to support 24/7 global service, including peak periods and market-moving events.

•Build contingency plans for volume spikes, market volatility, platform outages, incidents or resourcing gaps. …

This listing comes from the employer's own careers page. Apply with the button on this page; it opens the employer's form. CyprusJobs.eu does not receive applications for this role.