Senior Manager, Front Office (Global Sales and Service Excellence)

Our Client

Our client's mission is to empower the new generation of ambitious traders and investors across fast-growing markets. For more than 20 years, they have supported over two million customers through internationally recognised brands such as Alpari and FXTM, and they continue to expand their portfolio with new, innovative trading and investment solutions.

As a global organisation with teams across Europe, Asia, and Africa, our client is driven by their values and promise of Freedom to Succeed — for their clients, partners, and people.

In Indonesia, our client works closely with a local technology and operations partner. This role will be employed directly by this local partner, an established Indonesian organisation supporting our client's operational, technical, and service capabilities in the region. While your employment will be with this local partner, you will collaborate daily with our client's international teams and contribute to projects that support our global growth.

Role and Responsibilities

Our client is seeking an experienced and strategic Senior Manager to lead both Global Sales and Service Excellence functions in Indonesia. This unique dual role blends revenue generation with customer experience leadership, ensuring seamless alignment between client acquisition, retention, and service delivery across global markets.

The Senior Manager will help shape strategy, drive operational performance, and foster a culture of customer-centricity that underpins our client's continued growth and reputation.

Global Sales

• Lead and inspire a high-performing sales organization across multiple regions to achieve ambitious revenue, activation, and retention targets.
• Develop and execute strategic sales plans to drive market expansion, client acquisition, and retention across retail and HNW tiers.
• Oversee Relationship Management teams (Activation, Retention, HNW), ensuring tier-based engagement, client onboarding, and ongoing trading activity.
• Leverage data-driven insights to refine sales approaches, monitor performance, and identify emerging market opportunities.
• Partner closely with Marketing to align campaigns with sales objectives, ensuring cohesive messaging and measurable outcomes.
• Ensure compliance with regulatory frameworks and internal risk management standards across sales operations.
• Monitor KPIs including conversion, retention, reactivation, deposits, and client tier progression.

Service Excellence

• Lead customer service operations, driving excellence and consistency across Indonesia.
• Oversee Customer Support, Escalations, Quality Assurance, Knowledge Management, and Virtual Assistant (VA) operations.
• Ensure SLA adherence across support channels (chat, email, phone, self-service), driving first- contact resolution and CSAT/NPS improvement.
• Implement digital-first strategies, including AI-driven tools, automation, and self-service solutions to enhance customer engagement and operational efficiency.
• Collaborate cross-functionally (Product, IT, Compliance, Marketing, Sales) to improve processes, address client pain points, and deliver best-in-class experiences

Strategic & Cross-Functional Leadership

• Align sales and service strategies with business priorities, ensuring both functions contribute directly to revenue growth and client satisfaction.
• Build and mentor future leaders within both Sales and Service Excellence, ensuring succession planning and leadership bench strength.
• Represent Sales & Service Excellence at executive forums, providing insights and recommendations to senior leadership.

Requirements:
Essential

• University degree in Business, Finance, Economics, or related field.
• Proven leadership experience in both sales and customer-centric roles within a regulated CFD/forex brokerage.
• Fluency in Bahasa and English (written and spoken) is essential.
• Deep expertise in forex trading, currency markets, and macroeconomic factors.
• Track record of managing diverse, multi-regional sales and service teams with measurable success in revenue growth and client satisfaction.
• Strong analytical capability to interpret market data, client behaviour, and operational metrics.
• Excellent interpersonal, communication, and stakeholder management skills.
• Demonstrated ability to lead transformation initiatives and implement digital tools (CRM, automation, AI solutions).
• Knowledge of financial regulations and compliance frameworks relevant to global markets.

Desirable

• Knowledge of MetaTrader platforms will be considered an advantage
• Experience with Creatio CRM
• Experience implementing AI-driven or automation solutions in sales or customer service functions.

Benefits:
• Competitive base salary
• Communication allowance
• BPKS Kesehatan, BPJS Working Insurance, & Private Medical Insurance
• Annual bonus
• 12 days annual leave
• Work facilities: laptop, business tools and sales platforms, travel reimbursement for business trips