ABOUT TMGM

TMGM is a leading global provider of CFD trading solutions, empowering traders with cutting-edge technology, deep liquidity, and exceptional customer service. As we continue to scale, we are looking for a dynamic and visionary Head of Customer Experience to lead our global support strategy, optimize operations, and elevate our client interactions to an industry-leading standard.

REQUIREMENTS

• 10+ years of experience in customer experience, operations, or support leadership roles, preferably within financial services, fintech, or brokerage industries.
• Proven track record in leading global customer support teams and driving customer satisfaction improvements.
• Strong understanding of CFD trading, regulatory compliance, and risk management in financial services.
• Expertise in AI-driven CX technologies, automation tools, and omnichannel customer support strategies.
• Data-driven mindset with the ability to analyze customer insights and translate them into strategic initiatives.
• Excellent leadership, communication, and stakeholder management skills.
• Ability to thrive in a fast-paced, high-growth environment.

ROLE OVERVIEW

As the Head of Customer Experience, you will be responsible for designing and executing a world-class customer support strategy across multiple regions. You will drive innovation in customer service, enhance satisfaction and retention, and ensure seamless, compliant operations in a fast-paced financial environment. This role requires a strategic leader who can cultivate a customer-obsessed culture, leverage data-driven insights, and align CX initiatives with TMGM’s broader business objectives.

KEY RESPONSIBILITIES

• Lead and Empower Global Teams-Direct high-performing support teams across four regions to deliver seamless, compliant customer and sales support in a fast-paced financial environment. Cultivate a unified, customer-obsessed culture by setting clear expectations, fostering innovation, and promoting accountability. Mentor regional managers and team leads, building a talent pipeline equipped to handle complex customer needs and scale operations effectively.
• Design and Innovate CX Strategy-Develop a forward-thinking customer experience strategy that transforms the CFD customer journey into a competitive differentiator. Create detailed, data-driven journey maps to pinpoint friction points, enhance satisfaction, and increase retention. Spearhead the integration of cutting-edge technologies—such as AI-driven chatbots, predictive analytics, and omnichannel platforms—to deliver personalized, proactive service at scale.
• Optimize Operations and Compliance:-Architect a robust, scalable support framework that balances operational efficiency with strict adherence to global financial regulations. Lead cross-regional process audits to identify inefficiencies, then implement automation solutions (e.g., RPA for ticketing, AI for query routing) to free up team capacity for strategic tasks. Establish and monitor a comprehensive set of KPIs—such as first-contact resolution, customer effort score, and compliance adherence—to ensure consistent, high-quality outcomes.
• Drive Market Competitiveness-Leverage deep customer insights, behavioral data, and industry benchmarks to refine support processes and elevate the end-to-end experience. Proactively address emerging customer expectations and regulatory shifts by launching initiatives like real-time feedback loops or compliance training programs. Collaborate with product development teams to translate CX findings into actionable enhancements, ensuring offerings stay ahead of market demands.
• Foster Cross-functional Alignment-Partner with Sales, Compliance, Operations, and Marketing to integrate CX into the broader business strategy, breaking down silos and aligning goals. Lead quarterly CX councils with department heads to review performance trends, share customer pain points, and co-create solutions. Act as a trusted advisor to the C-suite, delivering data-backed recommendations on resource allocation, risk mitigation, and growth opportunities tied to customer satisfaction.