VP, Customer Relations

We are seeking an accomplished and strategic VP to lead both Global Sales and Service Excellence. This unique dual role combines revenue generation with customer service leadership ensuring seamless alignment between client acquisition retention and service delivery across international markets. 

Reporting to the Group Chief Customer Solutions Officer the VP will shape global strategy drive operational performance and foster a culture of customer-centricity accountability and innovation that underpins Exinitys continued growth and reputation. The successful candidate will be expected to operate with a high degree of independence and initiative setting vision solving complex problems and executing strategies and transformation and ensuring organizational alignment toward sustainable growth and superior client satisfaction. 

Global Sales 

• Lead and inspire a high-performing multi-regional sales team achieving ambitious revenue activation and retention targets. 

• Implement performance frameworks incentive plans and coaching programs to build high-performing target-driven sales teams. 

• Develop and execute strategic sales plans to expand market share grow client acquisition and increase retention across retail and HNW client segments. 

• Oversee Relationship Management functions (Activation Retention HNW) ensuring tier-based engagement models that strengthen client loyalty and trading activity. 

• Use data-driven insights to refine sales approaches optimize funnel conversion and identify emerging market opportunities. 

• Partner with Marketing to ensure campaigns are aligned with sales objectives and deliver measurable outcomes. 

• Partner with Marketing and Product to drive lead generation conversion and cross-sell opportunities. 

• Analyze market trends competitor positioning and customer demand to refine strategies and maintain a competitive edge. 

• Ensure strict compliance with global regulatory frameworks and internal risk management standards in all sales activities. 

• Monitor and report on key sales KPIs including conversion retention reactivation deposit growth and client tier progression. 

Service Excellence 

• Lead multilingual multi-regional customer service operations ensuring consistent high-quality support across EMEA and APAC. 

• Oversee Customer Support Escalations Quality Assurance Knowledge Management and Virtual Assistant (VA) functions. 

• Drive first-contact resolution SLA adherence CSAT and NPS improvements across all support channels (chat email phone and self-service). 

• Lead the assessment of digital-first service strategies including AI-driven solutions automation and enhanced self-service tools. 

• Collaborate cross-functionally with Product IT Compliance Marketing Onboarding and Processing to resolve client pain points and deliver a best-in-class experience. 

Strategic & Cross-Functional Leadership 

• Align sales and service excellence strategies with company-wide business priorities ensuring both functions contribute directly to revenue growth and client satisfaction. 

• Lead transformation initiatives including the adoption of AI automation and CRM enhancements (e.g. Creatio CRM) to increase efficiency and scalability. 

• Build and mentor future leaders within both Sales and Service Excellence ensuring robust succession planning and leadership development. 

• Represent Sales & Service Excellence providing data-driven insights and strategic recommendations. 

• Foster a culture of accountability initiative and continuous improvement across all regions. 

Qualifications :

Essential: 

• University degree in Business Finance Economics or related field (MBA preferred). 

• Proven Senior level leadership experience spanning both sales and customer service functions within a regulated CFD/forex brokerage. 

• Deep expertise in forex trading derivatives currency markets and macroeconomic drivers. 

• Strong track record of managing multi-regional multilingual sales and service teams with measurable success in revenue growth retention and customer satisfaction. 

• Demonstrated ability to work independently solve complex problems and execute strategies without the need for constant direction. 

• Strong analytical skills with the ability to interpret market data client behavior and operational metrics into actionable strategies. 

• Excellent stakeholder management negotiation and communication skills including board-level presentation experience. 

• Proven success in leading digital transformation initiatives including CRM optimization automation and AI integration. 

• Thorough understanding of global regulatory frameworks relevant to financial services and brokerage operations. 

Desirable:

• Knowledge of MetaTrader platforms (MT4/MT5). 

• Hands-on experience with Creatio CRM. 

• Demonstrated track record of implementing AI-driven and automation solutions within sales and/or customer service environments. 

• Multilingual capabilities or direct experience managing multilingual operations. 

Personal Attributes: 

• Autonomous Leader thrives in a role requiring initiative independence and self-sufficiency. 

• Commercially Focused relentless focus on revenue growth profitability and client lifetime value. 

• Transformational proven ability to lead change and inspire teams through periods of growth and transformation. 

• Strategic Thinker balances high-level vision with disciplined execution and operational detail. 

• Resilient & Adaptable effective in fast-paced high-pressure and globally diverse environments. 

• Inspirational Mentor builds leadership capability and fosters a culture of performance accountability and growth. 

Remote Work :

No

Employment Type :

Full-time