CX Manager

About us:

Taurex- Take Charge of your Trading.

Vision– to inspire the financial confidence of traders and investors of the world.

Mission- Empowering people to take charge of their financial decisions through trusted, cutting- edge tools and experiences, personalised support, and tailored education.

Who is Taurex?

1. We are Human.

2. We empower all with Knowledge.

3. We are forging the Future.

4. We earn trust through Integrity.

5. We provide global expertise with a Local Touch

With over 50 years of combined industry experience, our management team are passionate about building a brokerage to compete with the most reputable brands in the industry. We are focused on building our own path, through superior technology and excellent service with a clear understanding of our client’s needs.

Along with a wide range of available products including Forex, Cryptos, Indices, Shares and Commodity CFDs, we also provide excellent learning resources and market analysis, superfast execution, competitive leverage, and exceptional customer service.

Our culture is being driven by our core values which are Integrity, Collaboration, Curiosity, Tenacity and Excellence. We treat our colleagues with respect and kindness, we work as a team and a family, we are detail orientated and think outside the box. We are determined, have a great work ethic and we work in a fast-paced environment.

We are expanding at a fast pace and there are lots of opportunities for input and growth within your role. If you are interested in joining us at this exciting time, then read on!

About the role:

We’re looking for a CX Manager to own how our clients experience Taurex — across digital journeys, loyalty, satisfaction, and brand engagement. This role operates across all three dimensions of our CX strategy: the Digital Realm (data, AI, journey optimization), the Social Realm (culture, brand identity, human connection), and Customer Delights (loyalty, personalized journeys, proactive retention).

Every decision this role makes is driven by client behavioral data and the DDBM — our Data-Driven Behavioral Model. You won’t just track metrics; you’ll use them to identify churn risks, reactivate dormant clients, fine-tune programs, and launch new initiatives at the right moment.

You’ll work closely with the Director of Client Experience, actively contribute to the launch of our Loyalty Program, then take full ownership of it post-launch. This is a strategic, hands-on role — insight, execution, and measurable impact.

Key responsibilities

Behavioral intelligence , client journey & DDBM

• Build DDBM that backs up the client journey and analyze the outputs regularly  — identify at-risk cohorts, dormancy patterns, engagement drops, and reactivation triggers

• Use behavioral signals to decide which initiative to launch, conducting deep-dive behavioral reviews: who is churning, at what stage, and what CX actions could have intervened earlier

Churn, retention & CX indices

• Own primary indices: Active Trader Retention Rate, Churn Rate, and Detractor Retention Rate — these are the lead measures of this role’s impact

• Track and improve secondary indices: NPS, CSAT, Effort Score (by journey stage), OVAS, complaint rate, and conversion rate per initiative

• Define targets, track actuals, analyze gaps, and report CX evolution to senior leadership monthly and quarterly

Loyalty program — contribution, ownership & evolution

• Actively contribute to the Loyalty Program and take full ownership — mechanics, rewards catalog, tier logic, IB partner track

• Conduct periodic reviews based on positioning evaluation, behavioral data analysis, client feedback and competitive benchmarking for continuous optimization and innovation

• Track program success: participation rates, tier progression, redemption, and correlation with retention improvement

Customer Delights — satisfaction, feedback & proactive retention

• Own all satisfaction surveys across the journey: post-sign-up, post-approval, post-funding, post-trading, and OVAS

• Close the feedback loop and build corrective and preventive action plans from recurring negative signals

• Design proactive engagement programs tied to behavioral milestones and lifecycle events — surprise, delight, and retain

Client journey — omnichannel, UX & friction reduction

• Map, monitor, and optimize the full journey with behavioral targets at each stage

• Identify and escalate friction points where clients drop off, effort is too high, or the experience breaks down

• Ensure omnichannel consistency: client portal, mobile app, live chat, email, in-app notifications, partner interfaces

Personalized marketing journeys

• Design and optimize behavioral segmentation: group clients by lifecycle stage, trading activity, churn risk, and loyalty tier

• Build triggered journey sequences for key moments: churn risk, reactivation, loyalty milestone, dormancy, first trade

• Define requirements for AI-driven nudges — trigger, message, channel, timing — and measure downstream behavioral impact

Social Realm — CX culture, brand identity & human connection

• Champion a unified CX vision across all departments

• Coordinate brand identity moments in client-facing interactions — memorable, consistent, and true to the Taurex character

• Build a feedback culture, not just a feedback function — client signals must drive decisions beyond the CX team

CX innovation, trends & competitive intelligence

• Monitor CX trends in fintech and financial services — loyalty mechanics, AI personalization, omnichannel design, satisfaction innovation

• Benchmark Taurex against leading brokerages and cross-industry leaders; produce quarterly competitive intelligence summaries

• Bring structured innovation proposals to the Director of CX: what it is, why it matters, what it would require, what success looks like

Experience & qualifications

• 5–8 years in CX strategy, lifecycle marketing, or digital journey management — fintech or financial services strongly preferred

• Direct experience owning or contributing to a loyalty program — design, launch, or ongoing evolution

• Strong ability to read and act on behavioral data, churn signals, retention models, and cohort analysis — this is a core competency, not a nice-to-have

• Hands-on ownership of NPS, CSAT, Effort Score, and/or OVAS programs: survey design, corrective action, and closed-loop follow-up

• Comfortable with omnichannel journey design and UX advocacy across digital touchpoints

• Proficient with CRM and marketing automation platforms, customer feedback tools, and analytics dashboards

• Experience working cross-functionally with product, tech, and commercial teams to deliver programs — not just coordinate them

• Executive-level written English; strong cross-functional influencing skills

Personal attributes

• Behavioral data literacy is non-negotiable — you read signals, not just reports

• Strong ownership mindset: you launch things, not assist with them

• Client-obsessed and naturally curious about what’s next in CX and fintech

• Equally comfortable with a dashboard, a strategic deck, and a client journey map

• Thrives in fast-moving environments without waiting to be told what to do next

• Influences stakeholders without formal authority — through insight and clarity, not hierarchy