VP, Client Experience

ALTA ALTERNATIVE INVESTMENTS PTE. LTD.; Singapore; On-site; SGD 180,000 - 240,000; Full time

Job summary

Alta Alternative Investments Pte. Ltd. in Singapore is seeking a VP of Client Experience to build and lead the function at the heart of how clients engage with the business.

You will shape the end-to-end client journey from awareness through onboarding, activation, and retention, collaborating with Growth and Marketing to improve clarity and conversions. You will manage a distributed team across Singapore, Malaysia, Indonesia and the Philippines, establishing standards, coaching, and processes

Responsibilities

• Map client journeys across online and offline channels with Growth and Marketing to create a seamless experience.
• Capture data across the client journey to spot gaps and opportunities impacting conversions and lifetime value.
• Lead the team that acts as the first point of contact for client needs and escalations.
• Communicate via email and calls with prospects/clients to drive clarity and conversions.
• Ensure deal terms, processes and context are communicated clearly to investors.

Job description

We're Building the Future of Capital Markets; enabling entrepreneurship,
job creation, financial inclusion, and economic resilience

As Asia's leading securities brokerage, regulated exchange and fund management platform for alternative investments, Alta is at the forefront of building critical capital market infrastructure. We believe that access to capital markets are pivotal in all economies, we recognize that our role in building this critical infrastructure goes beyond facilitating trades; it paves the way for entrepreneurship, job creation, financial inclusion, and economic resilience, fostering a brighter future for emerging markets and economies.

Empowering Private Markets : Through our Digital Exchange, we enable the tokenization and digital custody of alternative assets. This end-to-end solution simplifies and expedites the trading of smaller asset blocks, ultimately facilitating access and liquidity in private markets.

Innovative Financial Ecosystem : Our journey has seen us transition from securities trading and distribution of comprehensive products, including equities, private credit, funds, and asset-backed securities ("ABS") (representing Real World Assets ("RWA") like whiskies, wines, art, watches, and real estate) to include fund management and digital custody services.

Established in 2016 and headquartered in Singapore, Alta operates offices globally. We welcome energetic and creative individuals to be part of this ambitious journey with us.

About The Role

We're looking for a VP of Client Experience to build and lead the function at the heart of how our clients experience the business.

This role combines Client Experience and Sales Operations, with responsibility for shaping the entire client journey: from initial awareness and engagement through to onboarding, activation and conversion, followed by ongoing support, engagement, and retention.

Working closely with the Growth and Marketing team, you'll identify opportunities at every stage to bring investors greater clarity and assurance, helping them confidently progress towards the next step.

When prospective or existing clients disengage or encounter challenges, you'll lead efforts to understand their concerns, re-engage them, and help them achieve their objectives. And when opportunities arise that align with their needs, your role involves reaching out and nurturing them across the finish line.

In practice, this involves:

• Mapping customer journeys across online and offline channels (in collaboration with Growth and Marketing) that create a seamless experience
• Capturing data across the client journey to spot gaps and opportunities across the client lifecycle that impact experience, conversions, and lifetime value
• Leading the team that acts as the first point of contact for client needs; whether responding to an incoming query, ensuring important information reaches clients, or escalating something that requires attention
• Communicating over email and calls with prospects/clients that lead to both clarity and conversions
• Ensuring deal terms, processes and relevant context are communicated to investors clearly and accurately
• Conducting user interviews with prospects/clients to understand their key concerns and unmet desires
• Following up with prospects/clients who might have dropped off at various stages to re-engage them
• Using the insights gathered to inform how to improve our current/future products and services, customer experience, as well as our sales and marketing efforts

As this role requires cross departmental collaboration, you'll need to be comfortable navigating the organisation, knowing who to involve and when to elevate, and applying sound judgement in situations that may not always come with a clear playbook.

This is as much a leadership role as it is a client-facing one. You'll lead a distributed Client Experience team across Singapore, Malaysia, Indonesia and the Philippines, establishing the structure, standards and coaching needed to develop a group of junior client-facing team members into a genuinely high-performing organisation.

Some Of The Key Responsibilities Include:

• Own and continuously improve the end-to-end client experience-from initial enquiry and consideration through onboarding, activation, conversion, ongoing engagement, retention and re-engagement.
• Develop the Client Experience function as an organisational strategy, ensuring clients receive a consistent, clear and high-quality experience across every interaction with Alta.
• Build, lead and mentor a high-performing Client Experience team across Singapore, Malaysia, Indonesia and the Philippines, defining the team structure, responsibilities, service standards, performance expectations and career pathways as the function grows.
• Design client segmentation and engagement models that provide appropriate levels of support across different client profiles, from high-touch engagement for strategic and high-value clients ...