Senior Manager, Customer Value - Customer Value

Job Description

About the Role 

We are seeking a data-driven and strategic Sr. Manager, Customer Value to relentlessly focus on maximizing trading activity, portfolio diversification, and loyalty tier progression. In this role, you will bridge the gap between product, CRM, and trading functions to commercialize our loyalty programs and drive sustainable revenue diversification. You will lead global campaigns that consistently deliver high-profit margins while leveraging behavioral data to unlock exponential growth. 

Key Responsibilities 

Customer Value Strategy & Ownership 

• Own the customer value Key Results (KRs), specifically focusing on increasing trading activity, portfolio diversification, and upward loyalty tier migration. 

• Define and deliver comprehensive customer value strategies to move users from the bottom of the funnel through to high-value tiers. 

• Develop and implement an overarching revenue diversification strategy and workflow in alignment with regional owners and key functions. 

Cross-Functional Leadership 

• Lead cross-functional team alignment on goals, plans, and workflows, ensuring seamless collaboration between regional managers, trading teams, proposition, Product, CRM, Client Facing. 

• Drive adoption of crypto funding mechanisms across the client base globally. 

Revenue Diversification 

• Drive global Rev diversification strategies for key trading products (FX majors, indices, crypto, etc.), partnering with Brand, acquisition, product and client facing teams to accelerate adoption to increase trading revenue while reducing concentration risk through active cross-selling, and collaborate with data and CRM team to build an automated cross selling journey that drives cross-selling in a more efficient and scalable manner.

Planning & Commercialization 

• Create monthly/quarterly customer value plans and roadmaps that align with regional business objectives. 

• Develop and implement a marketing plan to maximize loyalty program commercialization through tight cross-team collaboration. 

• Build and test value toolkits tailored to different client segments. 

Campaign & Growth Leadership 

• Lead end-to-end global campaign strategy, roadmap and execution, coordinating across Trading, Product, Brand, Acq and client facing for decision making and execution.

• Scale high-impact initiatives (e.g., digital trading contests, instrument-geared boosts) to drive revenue in short and longer terms. 

• Monitor and manage promo costs to ensure on-pacing spending to consistently deliver 50%+ profit margins. 

Performance Reporting 

• Leverage reporting tools such as PowerBI, Bloomberg, and Amplitude to identify trading trends and unlock growth opportunities.

Qualifications

• Experience: 7+ years in Customer Value Management, with strong preference for experience in brokerage/financial services firms. 

• Analytical Skills: Demonstrated expertise in behavioral analytics (Amplitude or similar), BI tools (Power BI), and financial data platforms (e.g., Bloomberg). Proven ability to uncover challenges and opportunities through data. 

• Customer Value Programs: Deep experience managing customer value initiatives, including loyalty program strategy and operations. 

• Campaign Performance: Track record of leading global campaigns with consistently high cost-efficiency and measurable impact. 

• Trading Knowledge: Solid understanding of trading instruments (FX, metals, indices, cryptocurrencies, commodities, etc.) with awareness of and alignment to current market trends. 

• Strategic & Operational Ownership: Ability to own KRs end-to-end, from strategy definition through execution, including operational workflows and delivery. 

• Communication & Stakeholder Management: Strong stakeholder management skills, with experience aligning business owners, product, trading, CRM, and client-facing teams to drive shared outcomes. 

Key Performance Indicators (KPIs) 

• Growth in trading revenue, trading volume and deposits.  

• Reduction in concentration risk via cross-selling adoption. 

• Customer tier uplift and loyalty progression rates. 

• Adoption rate of crypto funding. 

Additional Information

Exinity is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of gender, sexual orientation, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.