Customer Experience Manager Required in Dubai - Dubai

Customer Experience Manager Required in Dubai

Manager, Customer Experience | JD

We are launching a new comprehensive crypto investment platform catering to retail and institutional investors with unique differentiation points and value proposition. The product offering will include a crypto exchange, staking and advanced yield offerings, a lending offering and operating the platform's own coin.

The core of our success is our passion for technologies, innovation and building systems that are state of the art, that allows us to stay on the edge of current market trends.

We are driven by flat organizational structure, trust and open communication across the company blended with a healthy work and life balance.

If you’re looking to be a part of a team who tackle real world problems that can be addressed by technology, then M2 might just be the place for you. If this got you excited, please keep reading!

The opportunity:

The Manager, Customer Experience contributes to the overall success of the Operations function by ensuring specific goals, plans, initiatives are executed/delivered in support of the Firm’s strategic objectives.

Responsibilities:

Champions a customer focused culture to deepen client relationships
Leads and supports a customer experience team in providing meaningful customer service while maintaining a high degree of operational efficiency
Overseeing the day-to-day workflow of the front-office including customer correspondence via email/chat/ phone including complaint management
Manage customer escalations
Assists the senior management team with special projects and other tasks to ensure a balanced workload amongst the team
Conduct performance assessments for direct staff
Driving efficiency and productivity improvements to the back office while prioritizing business continuity and customer experience
Coach and train (where appropriate) to provide feedback and direction to continuously improve the level of staff performance
Developing processes that meet or exceed both customer expectations, as well as industry and regulatory requirements, and translating these into Standard Operating Procedures and Policies
Ensuring that CX staff deliver a quality support experience that aligns with regulatory requirements and that exceeds customer expectations by measuring customer engagement and satisfaction
Responsible for taking initiative to drive process change through research, investigation, and resolution as well as able to work autonomously and independently to see these initiatives through to completion
Building metrics and measurement frameworks to capture customer experience, regulatory adherence, financial performance, and operational health of the business to minimize risks
Manage and monitor service levels and key performance indicators effectively
Recommending and implementing changes to the customer journey, starting from customer onboarding, and continuing through each customer encounter
Qualifications:

Minimum of 5 years of relevant experience within the financial services, cryptocurrency, or FinTech spaces
A minimum of 3 years of relevant experience managing teams of customer support agents.
A broad understanding of the cryptocurrency market
A familiarity with banking regulations, payment processing, compliance, and/or institutional operations
Experience building support strategies and scaling teams
Fluency in English, as well as excellent verbal and written communications skills
Culture:

A job in one of the most creative and exciting growing industries: fintech
Exciting meaningful start-up environment that is growing rapidly, where you will be shaping the company together with us, a team of likeminded professionals
Exciting tasks with the possibility to learn and grow and take over much more responsibilities as fits your skill set, strengths, and professional goals
Culturally diverse high performing team from multiple countries yet focused towards one mutual goal
A culture that empowers you every day to take ownership with tremendous impact and unique growth opportunities
Flexible, people-focused culture and flat organization
Rewards & Recognitions
Learning & Development opportunities

Perks:

Competitive compensation and Tax-free Salary
Comprehensive Health insurance
At M2 diversity is our strength and we are committed to creating an inclusive environment for all. This means each one of us comes to work knowing that we have a voice and a safe, judgment-free zone to speak freely and express and share our ideas and we will be heard.

We pride ourselves on embracing our differences and welcome and encourage everyone to apply, regardless of gender, background, age, and abilities.

We'd love you to join us for this journey!

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https://ae.linkedin.com/jobs/view/customer-experience-manager-at-m2-com-3246132431?

Posted on : 3 years ago, #126738, 8 views

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