About the Role
We are seeking a high-calibre professional to join our Dubai-based team as a Product Specialist in Brokerage Community Management. In this role, you will play a crucial part in growing our self-directed investing business through client engagement, digital marketing, servicing, and sales-force mobilization. Your primary focus will be to increase engagement with the World Trader service and deliver a seamless, customer-focused experience for self-directed investors.
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Principal Responsibilities
- Develop customer-centric growth strategies aligned with our Capital Markets and Wealth and Personal Banking propositions.
- Manage customer portfolios encompassing engagement, communications, campaigns, servicing, and marketing.
- Lead Customer Lifecycle Management activity for self-directed investing clients across Global Private Banking and Wealth Management.
- Develop an engagement model that keeps clients informed, active, and connected to the World Trader service.
- Support execution-only trading through the platform; the service does not provide investment advice.
- Design, deliver, and measure digital campaigns to acquire customers and increase platform usage.
- Support the effective resolution of client complaints and disputes, ensuring customer needs are at the center of every interaction.
- Partner with relationship managers at client meetings and events as a subject-matter expert on the World Trader platform.
- Own key measures including net new accounts, revenue, average monthly trades, turnaround times, and Net Promoter Score (NPS).
- Deliver commercial growth aligned with our financial resource plan, focusing on increasing market share among active self-directed traders.
- Collaborate with Marketing, Customer, Data and Analytics, Proposition, Strategy, Strategic Partnerships, Technology, and Digital teams.
- Mobilize relationship-management, branch, and contact-center teams through training, feedback, and coordinated activity.
Qualifications and Experience
- A university degree is essential for obtaining a UAE work permit; overseas qualifications must meet current UAE attestation and equivalency requirements.
- Experience commercializing brokerage services at a fintech, specialist broker, or bank-broker.
- Mid- to senior-level digital marketing experience, with a proven record of growing business through engagement and sales.
- Experience delivering results within a large financial services organization with complex stakeholder groups.
- Professional or personal trading experience is desirable.
- Leadership experience in a specialist brokerage, bank-broker or fintech is desirable.
- Proven people-management experience.
- CFA Charterholder status or another relevant professional designation is desirable.
Why Join Us?
You’ll join a collaborative, international team where your work will have a visible impact on the growth of our self-directed investing business. We support flexible and alternative ways of working where possible, including working from home and different hours, subject to approval.
We are committed to an inclusive culture where employees are valued, respected, and encouraged to develop their careers.
