Client & Partner Solutions Manager

<p><strong>Please note that we will only be able to accept candidates who have the appropriate rights and documentation for employment in Cyprus.</strong></p> <p><strong>Who We Are</strong></p> <p>Axi is a leading global provider of margin and deliverable Foreign Exchange, Contracts for Difference (CFDs), and Financial Spread Betting. Our business has evolved into a global, technology-led brokerage focused on delivering a great trading experience for clients and partners around the world.</p> <p><strong>Let’s talk about the cool stuff you will do at Axi!</strong></p> <p>As our Client &amp; Partner Solutions Manager, you will lead our global team responsible for delivering a premium experience and exceptional solutions to Axi’s VIP clients and partners.</p> <p>This is more than a service leadership role. You will use client and partner insights to identify opportunities to improve how we operate, influence product and service development, strengthen retention, and ultimately support Axi’s growth.</p> <p>You will lead a high-performing team, drive operational excellence and work closely with stakeholders across the business to make sure the voice of our clients and partners translates into meaningful action.</p> <p><strong>Your EDGE Assignment / You Will</strong></p> <ul> <li>Lead and execute Axi’s global Client &amp; Partner Solutions strategy and operating model, aligning service standards, workflows, tools and escalation paths across all regions.</li> <li>Deliver a premium, consistent experience for our VIP clients and partners, acting as the senior escalation point for complex or sensitive matters such as trading disputes, funding issues and account reviews.</li> <li>Own key performance measures including CSAT, First Response Time, Resolution Time, Average Handling Time, VIP client retention and partner satisfaction.</li> <li>Build a structured voice-of-client and voice-of-partner feedback loop, turning frontline insights into recommendations for Product, Marketing and Sales.</li> <li>Partner closely with Trading, Compliance, Risk, Settlements, Sales/Partnerships and Product teams to resolve complex issues and improve the overall client and partner experience.</li> <li>Maintain a single global set of SOPs, knowledge base content and service level agreements so every region operates to the same standard.</li> <li>Analyse performance data, service trends and feedback to identify risks, gaps and continuous improvement opportunities.</li> <li>Work with Technology and Operations to improve CRM, ticketing and automation tools that make the team more efficient.</li> <li>Lead, coach and develop a high-performing global team, building product, platform and trading knowledge and fostering one global