Customer Service Manager

Futu Holdings Limited

Riyadh

On-site

SAR 240,000 - 360,000

Full time

5 hours ago

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Benefits offered by this job

Competitive compensation

Diverse work environment

Business casual attire

Job summary

Futu Holdings Limited is seeking an experienced Customer Success Manager to build and lead a team of Customer Success Specialists in Riyadh. You will drive retention, expansion, and satisfaction while collaborating cross-functionally to optimize processes and outcomes.

You will mentor staff, oversee escalations, and develop data-driven strategies to enhance service delivery, renewals, and upsell opportunities across the client portfolio.

Qualifications

Minimum education: bachelor’s degree in business, finance or related field.
5+ years of relevant experience with at least 2 years in people leadership.
Fluency in Arabic and business-level English; Mandarin preferred.

Responsibilities

Lead and manage a team of customer success specialists to deliver exceptional service.
Own client engagement, resolve escalations, and identify upsell opportunities.
Design and implement process improvements to optimize workflows and conversions.
Develop training programs and provide coaching to drive performance.
Prepare KPI reports and analyze data to inform strategy.
Collaborate with operations, compliance, and sales for a cohesive customer experience.

Skills

Leadership

Communication

CRM systems

Customer service software

Data analysis

Stockbroking knowledge

Education

Bachelor's degree in business/finance

Tools

CRM software

Job description

We are looking for an experienced, data-driven, and inspiring Customer Success Manager to build, lead, and motivate our team of Customer Success Specialists. You will be responsible for ensuring the team delivers exceptional service, drives key business outcomes in customer retention, expansion, and satisfaction. You are not only a people leader but also a strategist, process optimizer, and a key cross-functional collaborator.

Lead and manage a team of customer service representatives, providing direction, mentorship, and performance management. Foster a positive and collaborative team environment to achieve high levels of customer satisfaction and enhance team effectiveness.

Client Engagement

Oversee escalated customer inquiries and complaints, ensuring timely and effective resolution. Cultivate and maintain strong relationships with clients to understand their needs and concerns. Analyze client feedback and implement strategies to drive improvements in customer satisfaction. Analyze client interaction data and feedback not only to improve satisfaction but also to proactively identify potential opportunities for upsell, cross-sell, or product expansion, leading the team to drive these conversions.

Strategic Process Improvement

Identify and implement process improvements within the customer service department. Develop and enforce best practices to streamline workflows and enhance operational efficiency. Regularly review and update customer service policies and procedures to ensure alignment with industry standards and organizational goals. Focus particularly on designing and optimizing end-to-end customer conversion pathways, such as workflows for lead identification from service interactions, best practices for value demonstration, and renewal/expansion procedures.

Training and Development

Design and deliver comprehensive training programs for customer service representatives to enhance their skills and knowledge. Provide ongoing coaching and performance feedback to promote continuous improvement and professional growth within the team.

Performance Reporting and Data Analysis

Prepare and analyze reports on key performance indicators (KPIs) related to customer service. Utilize data analysis to identify trends and areas for improvement, making strategic recommendations to enhance service delivery and operational effectiveness.

Collaborate with other departments, such as operations, compliance, and sales, to address client concerns and resolve issues efficiently. Communicate effectively with internal stakeholders to ensure a cohesive and seamless customer experience.

Regulatory Compliance

Ensure that all customer service activities comply with relevant regulations and company policies. Stay informed about industry regulations and updates related to customer interactions, and proactively implement changes to maintain compliance.

Team Leadership

Client Engagement

Strategic Process Improvement

Training and Development

Performance Reporting and Data Analysis

Cross-Departmental Collaboration

Regulatory Compliance

Requirements

Bachelor's degree in business, finance, or a related field.
Minimum 5 years of relevant experience, including at least 2 years of directly managing customer success, customer service, or sales support team.
Required language(s): Arabic (Native/Fluent), English (Business level), Mandarin (preferred but not mandatory).
Strong leadership and team management skills.
Excellent communication and interpersonal skills.
Knowledge of financial markets and stockbroking processes.
Ability to handle stressful situations and resolve conflicts effectively.
Proficiency in customer service software and CRM systems.
Adaptability to handle rotational shifts, catering to both foreign and domestic market requirements.

We offer a comprehensive and holistic work experience and package as follows: