Customer Experience Manager
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.
Reporting Line - Marketing Director
Worksite: Remote
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.
- 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.
- 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
- 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.
Qualifications
Personality / Mindset
We Offer
