Customer Experience Manager
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Key skills for this role
About the Role
EXANTE is looking for a Customer Experience Manager to champion service excellence, act as the voice of the customer, and drive satisfaction initiatives. The role involves tracking metrics, managing escalations, and building a customer-first culture.
Key Skills for This Role
Responsibilities
- Represent the customer voice in internal discussions and collaborate with teams to prioritize and deliver projects that solve customer problems
- Build a framework to track satisfaction metrics and gather feedback from clients via phone, online, and face to face
- Analyze feedback to spot trends, fix issues, and drive satisfaction higher
- Lead initiatives that put the customer at the center and hold teams accountable for service quality
- Act as main escalation point for key clients, analyze root causes, and coordinate resolution of complex cases
- Monitor market trends and competitor practices to recommend improvements
- Manage customer welfare processes and identify vulnerable clients
- Work with teams to refine critical touchpoints: registration, funding, withdrawals, and reporting
Requirements
- Leadership and collaboration skills to influence teams and deliver results in a complex organization
- Customer focus with understanding of how to build customer first processes and frameworks
- Commercial mindset with track record of driving results in competitive, regulated financial markets
- Analytical and decisive, using data to make decisions and measure impact
- Excellent communication skills to convey complex concepts clearly
- Background in finance or investment services (preferred)
Full Job Posting
About The Role
- As Exante’s Customer Experience Manager, you’ll be at the heart of our commitment to customer centricity. You will proactively champion service excellence across all teams, act as the voice of the customer, and spearhead initiatives that elevate satisfaction and loyalty.
Responsibilities
- Represent the customer voice: Bring the customer into internal discussions. Collaborate with teams to prioritise and deliver projects that solve real customer problems. Connect with stakeholders across the business to turn insights into action.
- Track and boost satisfaction: Build a framework to track satisfaction metrics. Talk to clients directly (phone, online, face to face) to gather feedback. Analyse feedback to spot trends, fix issues, and drive satisfaction higher.
- Build a customer first culture: Lead initiatives that put the customer at the centre of how we work. Challenge the status quo and keep teams accountable for service quality.
- Own escalations and resolution: Act as the main escalation point for our key clients. Analyse root causes, define corrective actions, and coordinate the steps needed to resolve complex cases.
- Monitor market trends: Monitor market trends and competitor practices to stay ahead. Recommend specific improvements to make our experience better.
- Manage customer welfare: Own our welfare processes. Identify vulnerable clients and ensure regional teams have the support measures they need.
- Improve key touchpoints: Work with teams to refine critical interactions: registration, funding, withdrawals, and reporting.
Qualifications
- Leadership and collaboration: You influence teams and deliver results in a complex organisation. You build strong relationships and manage stakeholders effectively.
- Customer focus: You understand how to build customer first processes and frameworks.
- Commercial mindset: You have a track record of driving results in competitive, regulated financial markets.
- Analytical and decisive: You use data to make decisions and measure your impact.
- Communication: You communicate complex concepts clearly.
- Industry Experience (Preferred): Background in finance or investment services.
Personality / Mindset
- Integrity & loyalty
- Team player with advanced communication and collaboration skills
- A hands on, can do attitude always looking for solutions and thinking out of the box
- Overachiever mentality
- Capability to work and succeed in the fast pace and ever changing environment
We Offer
- Competitive salary that reflects your experience and the value you bring.
- Flexibility that fits your life — work from home, from our office, or a mix of both. You decide what works best.
- Flexible benefits package — choose the options that suit your life, not a one size fits all bundle.
- A genuinely good place to work — an informal, collaborative culture where ideas are heard and bureaucracy stays out of your way.
- Continuous learning — ongoing training, education programs, and the support to deepen your expertise in a fast moving industry.
- Connection beyond your desk — events that bring our teams together to network and celebrate.
- Global exposure — work side by side with talented colleagues from all over the world, across a business serving clients in 100+ countries.
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