Customer Service Manager

Futu Holdings Limited; Riyadh; On-site; SAR 240,000 - 420,000; Full time

Job summary

Futu Holdings Limited seeks an experienced Customer Success Manager to build and lead a high-performing team of Customer Success Specialists. You will drive retention, expansion, and satisfaction while acting as a cross-functional strategist and process optimizer.

Responsibilities include coaching, client relationship management, identifying upsell opportunities, and designing end-to-end conversion workflows.

Qualifications

• Bachelor's degree required in business, finance, or related field.
• Minimum 5 years of relevant experience with at least 2 years in people management.

Responsibilities

• Lead and manage a team of customer service representatives with mentorship and performance management.
• Oversee client engagement, strengthen relationships, and identify upsell/cross-sell opportunities.
• Identify and implement process improvements to drive efficiency and end-to-end conversions.
• Design and deliver training programs; provide ongoing coaching for the team.
• Prepare KPI reports and analyze data to drive service improvements and growth.
• Collaborate with operations, compliance, and sales to ensure a cohesive customer experience.
• Ensure regulatory compliance and stay updated on relevant policies.

Education

Bachelor's degree in business, finance, or a related field

Tools

CRM systems

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.

Cross-Departmental Collaboration

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.

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.

Team Leadership

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.

Cross-Departmental Collaboration

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.

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:

Benefits

• • Competitive compensation and benefits.
• • Fun loving and diverse work environment
• Business casual work attire everyday
• Paid Time Off
• Training & Development
• Performance Bonus

*Please note that only short-listed candidates will be contacted. Thank you.