VP, Client Experience & Growth Operations

Fundnel Pte. Ltd.; Singapore; Hybrid; SGD 180,000 - 280,000; Full time

Job summary

Alta, Asia's leading platform for securities brokerage, exchange and private markets, seeks a VP of Client Experience to orchestrate the client journey from awareness to ongoing engagement. You will lead a distributed team across Singapore, Malaysia, Indonesia and the Philippines, driving clarity, conversion and retention.

Collaborating with Growth, Marketing and Deal teams, you will build scalable, high-impact engagement models, establish playbooks, and ensure timely, accurate communication of

Qualifications

• 5+ years of experience in Client Experience, Customer Success, Sales Operations or related function, including at least 3 years in a leadership role.
• Experience in financial services, capital markets, fintech, wealth management or regulated industry.
• Strong understanding of the end-to-end client journey from lead to retention.
• Experience building or scaling a Client Experience or Sales Operations function, including team design and processes.
• Proven ability to improve client conversion, engagement, satisfaction and retention by addressing gaps.
• Experience leading client-facing teams across multiple markets, ideally in Southeast Asia.
• Comfortable supporting a mix of high-touch and scalable, technology-enabled engagement models.
• Strong knowledge of SalesOps processes: lead management, pipeline tracking, CRM governance and reporting.
• Excellent executive presence and stakeholder-management skills.
• Commercial judgment and ability to balance client needs with business constraints.
• Familiarity with CRM/SaaS platforms like Salesforce or HubSpot.

Responsibilities

• Own and continuously improve the end-to-end client experience from enquiry to re-engagement.
• Develop the Client Experience function as a strategic capability across the organisation.
• Build, lead and mentor a multi-market Client Experience team across the region.
• Design segmentation and engagement models for various client profiles.
• Oversee onboarding, activation, and conversion with Operations and Compliance to reduce friction.
• Partner with Growth, Marketing and Sales to strengthen lead management and conversion.
• Establish SalesOps processes, including lead routing, pipeline tracking and reporting.
• Collaborate with Deal teams to ensure clear communication of investment terms and context.
• Act as senior escalation point for complex client matters and ensure timely resolution.
• Develop proactive engagement and re-engagement strategies for inactive clients.
• Create playbooks, standards and tools for scalable client experience across markets.
• Define and report key metrics on enquiry response, onboarding, activation, conversion, retention and satisfaction.

Skills

Client Experience

Sales Operations

Leadership

Relationship Management

CRM governance

Data-driven decision making

Stakeholder management

Cross-functional collaboration

Tools

Salesforce

HubSpot

Job description

Alta, Asia's leading platform for securities brokerage, exchange and private markets, seeks a VP of Client Experience to orchestrate the client journey from awareness to ongoing engagement. You will lead a distributed team across Singapore, Malaysia, Indonesia and the Philippines, driving clarity, conversion and retention.

Collaborating with Growth, Marketing and Deal teams, you will build scalable, high-impact engagement models, establish playbooks, and ensure timely, accurate communication of