Customer Experience Manager

Company & Culture EXANTE is a pioneering wealth tech company that delivers cutting-edge centralized trading solutions and robust B2B financial infrastructure, driving value through innovative technology. Our bespoke, internally engineered trading platform provides seamless access to a diverse range of financial instruments, including stocks, ETFs, bonds, futures, and options, all within a single, multi-currency account. As a rapidly expanding global firm with over 700 talented employees from 70+ nationalities across 70 locations, we are a frontrunner in the financial sector. Our investment priorities are clear: We prioritize investing in our most valuable asset—our people. Join us in shaping the future of finance. About The Role As Exante’s Customer Experience Manager, you’ll be at the heart of our commitment to customer-centricity. You will proactively champion service excellence across all teams, act as the voice of the customer, and spearhead initiatives that elevate satisfaction and loyalty. Reporting Line - Marketing Director Worksite : Remote Responsibilities 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. Qualifications Leadership and collaboration You influence teams and deliver results in a complex organisation. You build strong relationships and manage stakeholders effectively. Customer focus You understand how to build customer-first processes and frameworks. Commercial mindset You have a track record of driving results in competitive, regulated financial markets. Analytical and decisive You use data to make decisions and measure your impact. Communication You communicate complex concepts clearly. Industry Experience (Preferred) Background in finance or investment services. Personality / Mindset Integrity & loyalty Team player with advanced communication and collaboration skills A hands-on, can-do attitude - always looking for solutions and thinking out of the box Overachiever mentality Capability to work and succeed in the fast pace and ever-changing environment We Offer 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. A group of disruptive technology experts created EXANTE. With an impressive track record in the industry and knowledge of the markets, our systems are built to democratize access to global financial instruments for professional traders and institutional investors. Through our robust, cutting-edge trading platforms, you can offer clients access to comprehensive, global financial instruments and investment possibilities while keeping their data safe and private. EXANTE is a global prime broker backed by proprietary technology and dedicated service. All regulated group companies and fully controlled affiliates and subsidiaries are committed to compliance with data protection laws, including the GDPR. We process personal data in line with the GDPR principles of fairness, purpose limitation, transparency, data minimisation, storage limitation and deletion, accuracy, confidentiality and integrity, and accountability. We rely on legitimate interests to assess and manage your application, after determining that our interests are not overridden by your rights and interests. You have the rights of access, rectification, data portability, erasure, restriction of processing, and objection to processing. To exercise your rights or contact our Data Protection Officer, please see our GDPR policy at https://exante.eu/gdpr/. We retain recruitment data only for as long as necessary for the purposes described above, after which it will be securely deleted unless we are required to keep it longer to comply with law or you consent to a longer retention. Where personal data is transferred outside the EEA, it will be protected to a standard at least equivalent to that sought by the GDPR. Personal data is safeguarded by technical and organisational measures that are reviewed and updated regularly. This website is not intended for individuals under 18 and we do not knowingly collect data relating to children .