Head of Customer Experience
Skills
About This Role
Company Description
Floin is a FinTech startup building a fully regulated platform for digital assets, designed to make buying, selling, and storing tokens safe and intuitive.
The company focuses on combining robust compliance with a user-friendly experience to increase trust and accessibility in the digital asset space.
Floin’s ecosystem includes a marketplace that showcases innovative and high-potential tokenized projects.
Team members join an international, fast-moving environment where they can help shape the future of digital finance and tokenization.
Role Description
This is a full-time, on-site role based in Dubai, United Arab Emirates, for a Head of Customer Experience.
The Head of Customer Experience will define and execute the end-to-end customer experience strategy across all touchpoints, ensuring a seamless and engaging journey for users of Floin’s digital asset platform and marketplace.
Responsibilities
include leading and mentoring customer-facing teams, establishing service standards, and implementing processes that drive customer satisfaction, loyalty, and retention.
The role involves analyzing customer data and feedback, identifying pain points, and collaborating with product, marketing, compliance, and operations teams to prioritize and deliver improvements.
This leader will also oversee customer support operations, define KPIs, report on performance to senior leadership, and ensure that regulatory and security requirements are reflected in customer interactions.
The position requires close engagement with customers and partners in the region to understand local needs and translate them into actionable initiatives.
Qualifications
- Strong expertise in customer experience disciplines, including Customer Experience Management and Customer Experience strategy, with a track record of designing and scaling customer journeys.
- Proven background in customer-centric operations, covering Customer Service and Customer Satisfaction programs, including setting service standards and implementing feedback loops.
- Advanced analytical skills, with the ability to interpret customer data and metrics, identify trends, and translate insights into measurable improvements.
- Demonstrated experience leading and developing high-performing teams in customer-facing roles, preferably in FinTech, financial services, digital assets, or technology-driven businesses.
- Excellent communication and stakeholder management skills, with the ability to collaborate across product, technology, compliance, and marketing teams.
- Excellent written and spoken German (C2 level or equivalent) is required for customer-facing responsibilities, including managing customer communications, resolving complex issues, and representing the company to German-speaking clients.
- Professional fluency in English, both written and spoken.
- Strong computer literacy and confidence working with digital platforms, CRM systems, productivity software, and modern collaboration tools.
- Basic practical experience with AI tools such as ChatGPT, Microsoft Copilot, Claude, or similar solutions, and the ability to leverage them to improve efficiency and customer experience.
- Familiarity with regulated environments and an understanding of digital asset or financial services customer needs is highly desirable.
- **Bachelor’s degree in Business, Marketing, Management, Communications, or a related field, or an equivalent professional qualification, such as a completed vocational training (“Ausbildung”) in a commercial, banking, financial services, customer service, marketing, or business-related profession combined with relevant work experience.**
- Ability to engage effectively with a diverse and international customer base.
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