Client Engagement Executive

The Client Engagement Executive will serve as the primary liaison for our premium clients, delivering a high-touch, personalised experience through proactive outreach, onboarding support, and ongoing relationship management. This role requires handling more complex client queries and situations with professionalism, tact, and efficiency, ensuring clients maximise the value of our wealthtech platform. The ideal candidate thrives in a fast-paced environment, is comfortable with both phone and email communication.

• Understands core CE tasks (product-related queries, simple performance-related questions, and client calls) and can work with minimal guidance on tickets.

• Able to understand more complicated processes and issues and work through them with the team.

• Confident with the suite of products offered to users and can provide guidance to clients exploring investment options.

• Responsible for themselves and collaborating with their peers in CX across different offices.

• Begins to specialise in more technical CE tickets and taking more ownership of projects. Examples pf projects include onboarding conversion of premium sign-ups, welcome journey management, CRM Automation and competitor analysis

• Onboarding Conversion - generating calling lists for Premium sign-ups stuck in the funnel. This will include sharing the necessary resources (call script, email template, results tracking).

• Welcome Journey (Welcome Call, 1M and 2M Investor Conversion) using HubSpot automations

• Check-in CRM Automation (6-month interval)

• MY App Reviews & NPS Plotline Surveys

• Competitor's Analysis

• Achieving onboarding conversion and investor engagement targets for premium clients.

• Ensuring all client interactions reflect the company's brand values and service excellence standards.

• Maintaining accurate CRM records for all client interactions and follow-ups.

• Acting as the voice of the premium client segment in internal discussions, advocating for their needs and expectations.

• Delivering actionable insights from client feedback to improve service and platform features.

Benefits

Employee financial and physical well-being

• Compensation package: You will receive a competitive total compensation package that includes employee stock options if you are a full-time employee.

• Comprehensive insurance coverage: Free panel outpatient GP clinic visits, group hospitalisation and surgical insurance, and Covid hospitalisation insurance coverage (conditions apply).

• Management fee discount: You will receive an employee discount on your asset management fees when you invest with StashAway.

Flexible work arrangements and policies

• Unlimited paid annual leave: It should be simple for you to decide if you would like to take more or fewer days off. We trust that you are accountable for your work and know best if you need 10 or 30 days of paid annual leave that year.

• Personal work equipment budget: It's important that you have a workstation that's optimal for you wherever you are.

Learning and development opportunities

• You will be given an annual Learning and Development budget to help you continuously learn in your pursuit of your professional and personal development. You may use the budget for resources and tools that may help you perform better at work. This budget is subject to management approval.

Team bonding budget and initiatives

• Quarterly team bonding budget: We encourage you to socialise with colleagues across job functions, departments, and entities to know them better as individuals beyond what they professionally do.

• Annual off-site (Sept): Each off-site gathers all employees for a full day of company-wide team bonding activities and challenges.