Customer Experience Manager

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EXANTE

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2011

💳 Fintech

💸 Finance

🤝 B2B

Fintech • Finance • B2B

EXANTE is a global prime broker and fintech firm founded in 2011 that provides direct access to over 2 million financial instruments across 50+ markets through a proprietary, customizable trading platform (desktop, web, mobile) with API and white-label options. It serves institutional and professional clients — banks, brokerages, asset managers, family offices, and professional traders — offering trade execution, custody arrangements, regulatory coverage, and dedicated relationship and post-trade support.

📋 Description

• Represent the customer voice • Bring the customer into internal discussions. Collaborate with teams to prioritise and deliver projects that solve real customer problems. • Connect with stakeholders across the business to turn insights into action. • Track and boost satisfaction • Build a framework to track satisfaction metrics. • Talk to clients directly (phone, online, face-to-face) to gather feedback. • Analyse feedback to spot trends, fix issues, and drive satisfaction higher. • Build a customer-first culture • Lead initiatives that put the customer at the centre of how we work. • Challenge the status quo and keep teams accountable for service quality. • Own escalations and resolution • Act as the main escalation point for our key clients. • Analyse root causes, define corrective actions, and coordinate the steps needed to resolve complex cases. • Monitor market trends • Monitor market trends and competitor practices to stay ahead. • Recommend specific improvements to make our experience better. • Manage customer welfare • Own our welfare processes. • Identify vulnerable clients and ensure regional teams have the support measures they need. • Improve key touchpoints • Work with teams to refine critical interactions: registration, funding, withdrawals, and reporting.

🎯 Requirements

• You influence teams and deliver results in a complex organisation. • You build strong relationships and manage stakeholders effectively. • You understand how to build customer-first processes and frameworks. • You have a track record of driving results in competitive, regulated financial markets. • You use data to make decisions and measure your impact. • You communicate complex concepts clearly. • Background in finance or investment services.

🏖️ Benefits

• Competitive salary that reflects your experience and the value you bring. • Flexibility that fits your life — work from home, from our office, or a mix of both. You decide what works best. • Flexible benefits package — choose the options that suit your life, not a one-size-fits-all bundle. • A genuinely good place to work — an informal, collaborative culture where ideas are heard and bureaucracy stays out of your way. • Continuous learning — ongoing training, education programs, and the support to deepen your expertise in a fast-moving industry. • Connection beyond your desk — events that bring our teams together to network and celebrate. • Global exposure — work side by side with talented colleagues from all over the world, across a business serving clients in 100+ countries.