Director of Client Services – FX and CFDs

ThinkMarkets is a global financial technology company, specializing in providing multi-asset trading solutions to thousands of clients around the world. With our flagship ThinkTrader platform, we make it available for our clients to trade the world 24-hours a day. Our mission is to bridge the gap between traders, investors, and platforms by allowing access to global markets and thousands of products thus providing our clients the ability to trade the world in the palm of their hand. We use the latest technologies to give traders seamless access to our proprietary trading platforms.

We are seeking an experienced financial markets Executive for the position of Director of Client Services – FX and CFDs to join our rapidly growing global workforce in Dubai. In this newly created role, the Director of Client Services will be the driving force for service across the Group. This includes leading our commitment to delivering industry leading 24/7 omni channel support for our global client base. We will look to your service expertise to efficiently reduce friction across all touchpoints and provide our clients with the support, knowledge, and confidence to trade global markets.     

The candidate must be a data-driven individual with a strong service and trading background within the CFD/FX sector. Working across multiple regions and with leading technologies, this role is fast-paced and suits a candidate with a passion and deep understanding of trading financial markets and has a demonstrable client-centric approach.  

You will be working closely with the Chief Operating Officer and other C-Level Executives in this exciting role to develop and execute on service processes, automations, and objectives. You will have a strong ability to work with and coordinate across departments including Sales, Marketing, Compliance, Technology and Trading.   

Responsibilities:   

• Oversee global inbound query handling – from live chat, email, phone and other channels  
• Document, own and maintain service procedures, information and policies   
• Drive departments to deliver timely world class, frictionless service experiences 
• Recommend and implement changes and enhancements to the service technology stack 
• Define tasks with business requirements for technology teams  
• Collaborate with operational teams to identify trading platform improvements 
• Implement training plans focused on developing and reinforcing critical, service competencies and procedures 
• Management of service coverage, training, and ongoing employee development   
• Provide mentoring and leadership support  
• Internal communication and meeting management 
• Identification of sales opportunities within the service channels 
• Ownership of service objectives, KPIs, quality control and complaints management  
• Service roadmaps, budgets, team performance reports and project management 
• Ensuring co-ordination, communication and service standard levels are consistent across global service hubs 
• Management reports along with documenting meeting minutes and management decisions
• Presenting to C-Level Executives  

Requirements:   

• Degree in Business, Finance, or Economics is preferred  
• A minimum of 7 years of Client Services and Trading experience working within the CFD/FX sector 
• At least 5 years of senior, Director level leadership experience  
• Experience dealing with C-Level Executives on a daily basis 
• Deep understanding of CFD/FX sales and service lifecycle 
• Expert knowledge of trading, platforms, service, processes, and the operational workflows of an OTC CFD/FX brokerage    
• Experience in sourcing, onboarding, and integration of key service technologies and automations 
• Exceptional analytical and reporting skills  
• Ability to work and communicate across multiple regions  
• Must be an agile team player with experience communicating with key stakeholders and the ability to multitask in a fast-paced environment   
• Strong commercial focus