About Markets.com

Markets.com, is a global brand, multi-regulated broker operating in the financial services industry. We offer a dynamic, multicultural and collaborative environment with excellent opportunities for personal and professional growth.

The Opportunity

We are looking for an experienced and commercially driven Head of Client Services, Sales & Retention. This is a strategic leadership role responsible for delivering exceptional customer experiences while driving client retention, revenue growth, and service excellence across multiple international markets.

Job Responsibilities

1. Team Management: Lead a multilingual customer service team of 15+ employees. Develop and optimize scheduling, performance management, and training programs to ensure efficient response times and high service quality.
2. CFD Business Support: Maintain a thorough understanding of the end-to-end CFD trading process. Handle complex customer complaints, risk control interventions, and trading disputes while ensuring regulatory compliance and protecting customer interests.
3. AI Customer Service Operations: Lead AI chatbot training and knowledge base optimization initiatives. Reduce manual workload and improve resolution rates through intent recognition, workflow automation, and intelligent response routing.
4. Inbound Sales Conversion: Design and implement conversion strategies for inbound customer interactions, including inquiries and complaints. Drive the transformation of customer service into a "service + sales" function, increasing customer activation, cross-selling, and product adoption.
5. Social Media Sales Management: Develop proactive customer engagement and community marketing strategies across platforms such as WhatsApp, Telegram, and Facebook. Create messaging scripts and campaign plans to increase customer retention, repeat purchases, and average order value.
6. Cross-Regional Collaboration: Support overseas market operations by collaborating with local market, compliance, and technical teams. Drive the implementation of localized customer service and sales strategies.

Job Requirements

1. Industry Experience: Minimum of 3 years of customer service management experience within the CFD, financial derivatives, or international financial trading industry, including at least 1 year of hands-on experience managing AI-powered customer service and sales conversion initiatives.
2. Leadership Skills: Proven experience managing a team of 15 or more employees. Strong people management skills with the ability to make data-driven decisions, coach team members, and drive performance.
3. Sales & Conversion Expertise: Demonstrated success in converting inbound customer interactions into sales opportunities, with measurable achievements such as improving conversion rates or increasing average order value. Experience using social media platforms to support the full customer acquisition and sales lifecycle is preferred.
4. Adaptability: Able to thrive in international work environments and quickly adapt to local market requirements. Fluency in English is preferred.
5. Technical Proficiency: Familiarity with customer service platforms such as Zendesk and LiveChat, as well as CRM systems and social media management tools.

What We Offer

• Competitive salary depending on skills and experience.
• Discretionary annual bonus
• Hybrid working model
• Group Medical Scheme
• Provident Plan Scheme
• Training opportunities
• Friendly working environment
• Birthday Vouchers
• Professional cross-border payment team & growth opportunities

If you wish to join our team, send your CV in English at [email protected] mentioning the title of the position in the subject of the email.

Please note that we will only be able to accept candidates who have the appropriate rights and documentations for employment in Cyprus.