VIP Relationships Manager - UK London, England, United Kingdom

Bitpanda GmbH; London; On-site; GBP 40,000 - 70,000; Full time

Job summary

Bitpanda GmbH is seeking a VIP Relationships Manager to enhance customer relationships and drive growth among VIP B2C customers. This role involves managing customer satisfaction, retention, and engagement while working closely with various teams. Ideal candidates will have a strong background in customer success and an interest in the crypto space, contributing to Bitpanda's mission of simplifying wealth creation.

Benefits

Hybrid-working model with 25 Work From Anywhere days

Competitive total compensation package including stock options

Market-leading benefits programs

Company-wide and team events

Bitpanda swag

Qualifications

• Proven experience in VIP Account Management or Customer Success Management.
• Strong analytical skills with a track record of delivering customer value.
• Native-like English speaker with excellent communication skills.

Responsibilities

• Build and manage long-term relationships with VIP B2C customers.
• Proactively manage customer KPIs and improve customer experience.
• Identify growth opportunities and tailor solutions for customer needs.

Skills

Customer Success Management

Analytical Skills

Relationship Management

Communication

Education

Experience in VIP Account Management or Customer Success

Job description

We simplify wealth creation. Founded in 2014 in Vienna, Austria by Eric Demuth, Paul Klanschek and Christian Trummer, we’re here to help people trust themselves enough to build their financial freedom — for now and the future. Our user-friendly, trade-everything platform empowers both first-time investors and seasoned experts to invest in the cryptocurrencies, crypto indices, stocks*, precious metals and commodities* they want — with any sized budget, 24/7. Our global team works across different cultures and time zones, bringing our products to more than 6 million customers, making us one of Europe’s safest and most secure platforms that powers modern investing.

Headquartered in Austria but operating across Europe, our products are built by fast-moving, talented, “roll-up-your-sleeves-and-make-it-happen” kind of people. It’s these diverse perspectives and innovative minds operating as ONE TEAM that keep Bitpanda at the cutting edge of our industry. So if you’re someone who thinks big, moves fast and wants to make an impact right from day one, then get ready to join our industry-changing team. Let’s go!

Your mission

As a VIP Relationships Manager, you will be responsible for building and managing long-term relationships with our VIP B2C customers, as well as ‘horizon scanning’ a wider customer base to develop potential opportunities into successful long-term growth. You will work closely with our Operations, Product & Country teams to support Bitpanda’s strategic aspirations with accountability for customer satisfaction, adoption, retention, experience and growth. You'll be service-driven and know what's best for the customer while remaining commercially aware of the business needs and licensing regulatory requirements.

What you’ll do

• Provide unrivalled Customer Success Management by building strong relationships while focusing on delivering both customer and business outcomes.
• Attend and host local events, representing the company in the highest possible regard, ensuring user satisfaction and post event follow-up to realise ROI.
• Leverage our data and insight, ‘horizon scanning’ to intervene at critical moments in the customer journey. Proactively manage and improve customer and business KPIs for your accounts, such as trade activity, deposits, withdrawals, product adoption, CLTV, NPS, CSAT to identify trends and increase share of customers' wallets.
• Actively identify opportunities and proactively present tailored solutions that align with customers' evolving needs, driving additional value for both the customer and the business.
• Contribute to creative user acquisition efforts by identifying new growth opportunities, leveraging marketing activities, networks, referrals, and personalised outreach to attract high-value customers.

Who you are

• Hold a strong profile as a proven VIP Account Manager, Customer Success Manager, Digital Customer Success Manager, Account/Relationship Manager, Sales Manager or equivalent who is passionate about the customer, the product and your peers.
• Demonstrate an understanding of business and customer KPIs with a track record of delivering value against those while being able to draw on strong analytical skills, ability to convert data to actionable insight, success plans and deliverables.
• Ability to lead from within and create momentum and engagement to take actions to deliver customer/business results while building internal and external relationships. Work independently, take appropriate responsibility for actions and make sensitive decisions.
• Native-like English speaker. Ability to communicate in a clear, engaging and professional manner. Other languages are a plus.
• Having an interest and knowledge of crypto, with previous experience in a crypto or gaming environment, is advantageous.

What’s in it for you

• Hybrid-working model with 25-Work From Anywhere days*
• Competitive total compensation package including participation in our stock option plan
• Market-leading benefits programs shaped by our Time & Flexibility policies*
• Company-wide and team events — both in-person and virtually!
• Bitpanda swag to keep you living the brand

And, above all, the opportunity to learn and grow as part of Bitpanda’s incredible journey towards being Europe’s future #1 investment platform.

Bitpanda is committed to fostering a fair and equal environment based on trust and mutual respect. We believe that a diverse and inclusive workplace is paramount to our success and we are committed to building a team that represents a wide variety of backgrounds, perspectives, and skills.

* These benefits may be adjusted at Bitpanda’s discretion and do not apply to our internships and exceptions to our Hybrid Working policy apply to teams with shift schedules or for folks whose roles require them to be in-office (think: Workplaces team or IT).

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