The Pepperstone story started in 2010. We know what it’s like to trade the world’s markets. Our team describes us as a place for the curious and the driven, and we like to do things a little differently; as a transformative global fintech, we’re digital, nimble, connected, and united in our vision to create a better way to trade.

We thrive on progress – for our clients and for ourselves. Our organisational culture is ever-evolving, vibrant, diverse, global, and results-focused. You’ll find our 550+ team currently across 11 locations and 9 time zones.

The Role

Our Client Services Manager drives operations of the global Customer Services function and leads projects to deliver exceptional client experiences. This position is responsible for researching, analyzing and recommending process, structure, system and function capability improvements to contribute to value for clients globally.

As our Client Services Manager, your responsibilities will include:

• Lead the customer services team by overseeing the daily operations of Pepperstone’s global clients services function, ensuring the team is equipped to handle client needs and maintain a high standard of service.
• Lead efforts to innovate and automate processes, improving efficiency and client satisfaction.
• Contribute to the growth of the global client services function by researching industry trends and collaborating with external stakeholders to introduce fresh ideas.
• Ensure premium clients are provided a superior level of service.
• Engage various internal stakeholders to roll out business improvements aimed to better inform clients and simplify processes.
• Lead cross-regional projects, ensuring successful implementation of business improvements.
• Analyze support ticket data to identify trends, recurring issues, and potential areas for operational improvement.
• Streamline customer service systems and workflows to enhance team productivity and the overall client experience.
• Present data analysis and recommendations to leadership, enabling informed decision-making.
• Support the Head of Sales & Client Services with wider client initiatives.
• Ensure through key internal stakeholders, the day-to-day efforts of customer services team members are working towards agreed targets and KPIs.
• Work effectively with key stakeholders including; Sales, Marketing, Compliance, and IT; the CCO and Executive Director, Cyprus.
• Be available for international travel and work across time zones as needed to support global operations.

About you

• Demonstrated understanding of the client experience, particularly within the FX brokerage industry, and are adept at enhancing that journey.
• Proven track record of successfully leading teams, managing projects, and driving operational improvements.
• High-level attention to detail and accuracy.
• Ability to effectively influence and communicate with stakeholders at all levels and collaborate seamlessly with cross-functional teams.
• Dedication to delivering exceptional service and advocating for clients’ needs.
• Ability to thrive in fast-paced, dynamic environment, adjusting priorities as needed.
• Ability to prioritize personal and professional development, staying current with industry trends and enhancing your skills.
• Proven experience in client services or a leadership role in the FX or financial services.
• Strong project management and problem-solving skills, with a focus on continuous improvement.
• Analytical experience, using data to drive decisions and inform strategy.
• Ability to manage multiple priorities in a fast-paced, evolving environment.
• Salesforce experience is a plus.

Why you will enjoy working with us

• Genuinely collaborative and friendly culture
• Flexible and hybrid working
• Ongoing personal development & learning opportunities
• Frequent events and celebrations
• Comprehensive medical insurance with coverage for your healthcare needs
• Employee Assistance Program & Wellbeing Initiatives

More about Pepperstone

We’re a regulated online Forex and CFD trading platform. With the scale of a global fintech and the agility of a start-up, we arm our clients with everything they need to take on the global markets with confidence. You will be part of a wider passionate and friendly team, and whilst things may not always go to plan, we learn quickly and move forward with impact. To learn even more visit Pepperstonecareers.com and www.linkedin.com/company/pepperstone/

We understand it’s important to do due diligence on a prospective employer, and see what our team is saying on Glassdoor. We respect our team members’ experiences and will never pay to remove a negative review.

Pepperstone is an equal-opportunity employer. We are passionate about building a diverse workplace and strongly encourage applications from any background.

“We are a 2023 Circle Back Initiative Employer – we respond to every applicant”.

We will be reviewing applications as they come through, so if this is an opportunity that excites you, don't wait. Express your interest by clicking the apply button below as soon as possible.

Note to external agencies: While we appreciate the efforts of external recruitment agencies, we prefer to engage directly with applicants for this opportunity.

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