Head/VP of client experience

Haron-Mackey Consulting Ltd; Singapore; On-site; SGD 180,000 - 300,000; Full time

Job summary

Haron-Mackey Consulting Ltd is recruiting a VP, Client Experience for a financial services business operating in private markets and alternative investments. This hands-on leadership role will build and run a regional client experience function, overseeing onboarding, ongoing engagement, service quality and retention.

You will lead a client-facing team across Singapore, Malaysia, Indonesia and the Philippines, define standards and processes, and collaborate with Operations, Compliance, Sales and

Qualifications

• Minimum 5 years in Client Experience or related function.
• At least 3 years in a leadership role managing client-facing teams.
• Experience in financial services or regulated industries preferred.

Responsibilities

• Lead, coach and develop a client-facing team across Singapore, Malaysia, Indonesia and the Philippines.
• Establish team responsibilities, service standards, performance expectations and development plans.
• Improve the client journey from initial enquiry through onboarding, activation, conversion and ongoing engagement.
• Work with Operations and Compliance to reduce onboarding friction and improve turnaround times.
• Partner with Sales and Marketing to strengthen lead allocation, follow-ups and conversion.
• Build effective sales operations processes, including pipeline tracking, internal handovers, CRM data quality and reporting.
• Develop tailored engagement approaches for different client segments, including strategic and high-value investors.
• Act as the senior escalation point for complex or sensitive client matters.
• Work with investment teams to communicate opportunities, terms and processes clearly and accurately.
• Develop approaches to reconnect with inactive clients and prospects who have not progressed.
• Use client feedback and performance data to improve service, satisfaction, retention and repeat investment activity.

Job description

Singapore | Regional Southeast Asia remit

We are recruiting a VP, Client Experience for a financial services business operating in private markets and alternative investments.

This is a hands-on leadership opportunity to build and lead a regional client experience function. You will oversee the journey from initial enquiry through onboarding and investment, strengthening ongoing engagement, service quality and retention.

The role combines client-facing leadership with sales operations. You will develop the team, improve everyday processes and ensure prospective and existing investors receive clear, timely and consistent support.

Key responsibilities

• Lead, coach and develop a client-facing team across Singapore, Malaysia, Indonesia and the Philippines.
• Establish team responsibilities, service standards, performance expectations and development plans.
• Improve the client journey from initial enquiry through onboarding, activation, conversion and ongoing engagement.
• Work with Operations and Compliance to reduce onboarding friction and improve turnaround times.
• Partner with Sales and Marketing to strengthen lead allocation, follow-ups and conversion.
• Build effective sales operations processes, including pipeline tracking, internal handovers, CRM data quality and reporting.
• Develop tailored engagement approaches for different client segments, including strategic and high-value investors.
• Act as the senior escalation point for complex or sensitive client matters.
• Work with investment teams to communicate opportunities, terms and processes clearly and accurately.
• Develop approaches to reconnect with inactive clients and prospects who have not progressed.
• Use client feedback and performance data to improve service, satisfaction, retention and repeat investment activity.

Experience and skills

• At least 5 years in Client Experience, Customer Success, Sales Operations, Account Management, Relationship Management or a related client-facing function.
• At least 3 years in a leadership role, with experience managing and developing client-facing teams.
• Experience in financial services, capital markets, fintech, wealth management, private markets or another regulated industry.
• A track record of building or scaling a Client Experience, Customer Success or Sales Operations function.
• Evidence of improving client onboarding, conversion, engagement, satisfaction or retention.
• Strong knowledge of CRM platforms, lead management, pipeline processes and performance reporting.
• Confidence handling senior client relationships and resolving difficult situations.
• Strong commercial judgement and an understanding of how to balance client needs with operational and regulatory requirements.
• A collaborative, practical leadership style and willingness to remain involved in day-to-day delivery.
• Experience leading teams across multiple markets, particularly Southeast Asia, would be highly relevant.