CX Manager

About Us

Vision

Mission-

• Empowering people to take charge of their financial decisions through trusted, cutting- edge tools and experiences, personalised support, and tailored education.
• Who is Taurex?
• We are Human.
• We empower all with Knowledge.
• We are forging the Future.
• We earn trust through Integrity.
• We provide global expertise with a Local Touch
• With over 50 years of combined industry experience, our management team are passionate about building a brokerage to compete with the most reputable brands in the industry.
• We are focused on building our own path, through superior technology and excellent service with a clear understanding of our client’s needs.
• Along with a wide range of available products including Forex, Cryptos, Indices, Shares and Commodity CFDs, we also provide excellent learning resources and market analysis, superfast execution, competitive leverage, and exceptional customer service.
• Our culture is being driven by our core values which are
• Integrity, Collaboration, Curiosity, Tenacity and Excellence.
• We treat our colleagues with respect and kindness, we work as a team and a family, we are detail orientated and think outside the box.
• We are determined, have a great work ethic and we work in a fast-paced environment.
• We are expanding at a fast pace and there are lots of opportunities for input and growth within your role.
• If you are interested in joining us at this exciting time, then read on!

About The Role

CX Manager

Digital Realm

Social Realm

Customer Delights

Loyalty Program

Key Responsibilities

• Behavioral intelligence , client journey & DDBM
• Build DDBM that backs up the client journey and analyze the outputs regularly — identify at-risk cohorts, dormancy patterns, engagement drops, and reactivation triggers
• Use behavioral signals to decide which initiative to launch, conducting deep-dive behavioral reviews: who is churning, at what stage, and what CX actions could have intervened earlier
• Churn, retention & CX indices
• Own primary indices: Active Trader Retention Rate, Churn Rate, and Detractor Retention Rate — these are the lead measures of this role’s impact
• Track and improve secondary indices: NPS, CSAT, Effort Score (by journey stage), OVAS, complaint rate, and conversion rate per initiative
• Define targets, track actuals, analyze gaps, and report CX evolution to senior leadership monthly and quarterly
• Loyalty program — contribution, ownership & evolution
• Actively contribute to the Loyalty Program and take full ownership — mechanics, rewards catalog, tier logic, IB partner track
• Conduct periodic reviews based on positioning evaluation, behavioral data analysis, client feedback and competitive benchmarking for continuous optimization and innovation
• Track program success: participation rates, tier progression, redemption, and correlation with retention improvement
• Customer Delights — satisfaction, feedback & proactive retention
• Own all satisfaction surveys across the journey: post-sign-up, post-approval, post-funding, post-trading, and OVAS
• Close the feedback loop and build corrective and preventive action plans from recurring negative signals
• Design proactive engagement programs tied to behavioral milestones and lifecycle events — surprise, delight, and retain
• Client journey — omnichannel, UX & friction reduction
• Map, monitor, and optimize the full journey with behavioral targets at each stage
• Identify and escalate friction points where clients drop off, effort is too high, or the experience breaks down
• Ensure omnichannel consistency: client portal, mobile app, live chat, email, in-app notifications, partner interfaces
• Personalized marketing journeys
• Design and optimize behavioral segmentation: group clients by lifecycle stage, trading activity, churn risk, and loyalty tier
• Build triggered journey sequences for key moments: churn risk, reactivation, loyalty milestone, dormancy, first trade
• Define requirements for AI-driven nudges — trigger, message, channel, timing — and measure downstream behavioral impact
• Social Realm — CX culture, brand identity & human connection
• Champion a unified CX vision across all departments
• Coordinate brand identity moments in client-facing interactions — memorable, consistent, and true to the Taurex character
• Build a feedback culture, not just a feedback function — client signals must drive decisions beyond the CX team
• CX innovation, trends & competitive intelligence
• Monitor CX trends in fintech and financial services — loyalty mechanics, AI personalization, omnichannel design, satisfaction innovation
• Benchmark Taurex against leading brokerages and cross-industry leaders; produce quarterly competitive intelligence summaries
• Bring structured innovation proposals to the Director of CX: what it is, why it matters, what it would require, what success looks like

Experience & Qualifications

• 5–8 years in CX strategy, lifecycle marketing, or digital journey management — fintech or financial services strongly preferred
• Direct experience owning or contributing to a loyalty program — design, launch, or ongoing evolution
• Strong ability to read and act on behavioral data, churn signals, retention models, and cohort analysis — this is a core competency, not a nice-to-have
• Hands-on ownership of NPS, CSAT, Effort Score, and/or OVAS programs: survey design, corrective action, and closed-loop follow-up
• Comfortable with omnichannel journey design and UX advocacy across digital touchpoints
• Proficient with CRM and marketing automation platforms, customer feedback tools, and analytics dashboards
• Experience working cross-functionally with product, tech, and commercial teams to deliver programs — not just coordinate them
• Executive-level written English; strong cross-functional influencing skills
• Personal attributes
• Behavioral data literacy is non-negotiable — you read signals, not just reports
• Strong ownership mindset: you launch things, not assist with them
• Client-obsessed and naturally curious about what’s next in CX and fintech
• Equally comfortable with a dashboard, a strategic deck, and a client journey map
• Thrives in fast-moving environments without waiting to be told what to do next
• Influences stakeholders without formal authority — through insight and clarity, not hierarchy