Client & Partner Solutions Manager

About the role

Axi, a global brokerage providing margin and deliverable FX, CFDs and financial spread betting, is looking for a Client & Partner Solutions Manager in Limassol. You will lead the global team that delivers a premium experience to VIP clients and partners, using their insights to improve operations, influence product and service development and strengthen retention.

Key responsibilities

• Lead and execute the global Client & Partner Solutions strategy and operating model, aligning service standards, workflows, tools and escalation paths across regions.
• Deliver a consistent premium experience for VIP clients and partners, acting as the senior escalation point for complex matters such as trading disputes, funding issues and account reviews.
• Own key performance measures including CSAT, first response time, resolution time, average handling time, VIP client retention and partner satisfaction.
• Build a voice-of-client and voice-of-partner feedback loop, turning frontline insights into recommendations for Product, Marketing and Sales.
• Partner with Trading, Compliance, Risk, Settlements, Sales/Partnerships and Product teams to resolve complex issues.
• Maintain a single global set of SOPs, knowledge base content and service level agreements.
• Analyse performance data and service trends to identify risks and improvement opportunities.
• Work with Technology and Operations to improve CRM, ticketing and automation tools.
• Lead, coach and develop the team, manage performance and succession planning, and design follow-the-sun coverage and contingency plans.
• Ensure compliance with internal controls, SOPs and regulatory requirements, including KYC/AML and complaints handling.

Required profile

• Proven experience leading a client service, partner support, customer operations or similar team.
• Experience managing VIP or high-value clients and partners.
• Experience leading teams across multiple regions and time zones, ideally in a global or multi-market service operation.
• Strong people leadership, stakeholder management and communication skills.
• Strong understanding of service metrics and continuous improvement.

Nice to have: experience in financial services, fintech or online trading; experience supporting direct clients and business partners such as Introducing Brokers or affiliates; experience working with Product, Trading or operational teams.

Benefits include a competitive total rewards package, learning opportunities and certifications, 21 days of annual leave, public holidays and comprehensive health insurance. The interview process consists of three 60-minute interviews.