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 Exinity’s 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. 

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.