Director of Client Experience & Community (Fintech)

Fuku by Momofuku; Kuala Lumpur; On-site; MYR 240,000 - 360,000; Full time

Job summary

Hytech, a global management consulting firm, seeks an experienced leader to oversee Customer Service and Online Community & Reputation Management in a fast-paced CFD/FX fintech environment. You will own the end-to-end client experience across private and public channels, ensuring fast, accurate, empathetic support and a trusted online reputation.

You will set KPIs, coach managers, align teams as a single Client Experience function, and partner with Product, Tech, Compliance, and Operations to

Qualifications

• 6-10 years in Customer Service, Client Experience, Community, or Reputation roles.
• Minimum 3-5 years leading and coaching junior managers.
• Strong understanding of trading platforms, client behaviour during market volatility, and dispute patterns.
• Experience managing both operational support and public reputation functions.
• Strong analytical, process, and stakeholder management skills.
• Ability to operate in high-pressure, real-time trading environments.
• Excellent communication skills with high emotional intelligence.

Responsibilities

• Own end-to-end client experience across Customer Service and Community channels.
• Define and drive the client experience strategy with tone consistency across private and public channels.
• Lead incident response for trading disruptions and platform issues.
• Set KPIs, performance standards, and coaching frameworks for both teams.
• Collaborate with Product, Tech, Compliance and Operations to drive improvements.

Skills

Customer experience

Stakeholder management

Trading platforms knowledge

Analytical skills

Communication skills

Job description

Hytech, a global management consulting firm, seeks an experienced leader to oversee Customer Service and Online Community & Reputation Management in a fast-paced CFD/FX fintech environment. You will own the end-to-end client experience across private and public channels, ensuring fast, accurate, empathetic support and a trusted online reputation.

You will set KPIs, coach managers, align teams as a single Client Experience function, and partner with Product, Tech, Compliance, and Operations to