Head of Client Department

hace 1 semana

Valencia, Valencia, España Luminary Bank A tiempo completo

About the Role

The Head of Client Department ensures exceptional client experiences, client retention, and scalable service processes. This role bridges client needs with product delivery and serves as the voice of the customer.

Key Responsibilities

  • Lead the client engagement strategy across assigned segments (e.g., SMB, Enterprise, High Net Worth).
  • Manage and grow a team of account managers, client success managers, and support leads.
  • Build client onboarding, success frameworks, and service standards.
  • Own client satisfaction metrics (NPS, CSAT, churn rates) and drive improvement initiatives.
  • Act as primary escalation point for strategic clients, ensuring issues are resolved swiftly and effectively.
  • Partner with Sales, Product, Compliance, and Operations to tailor solutions that solve client pain points.
  • Advocate customers' needs into product and strategic development.
  • Develop reporting and analytics to track client health and commercial impact.

Requirements

· years in client management, customer success, or account leadership (fintech or B2B SaaS advantageous).

·       Strong leadership, coaching, and people development skills.

·       Deep understanding of client lifecycle and retention levers.

·       Excellent communication and cross-functional collaboration.

·       Fluency in English and Russian is required.

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