Senior Manager, Global Sales & Service Excellence (Indonesia)

Job Description

About Our Client:
Our client is a global leader in online trading and investment solutions, specializing in Forex, CFDs, and cryptocurrencies. With over two decades of experience and internationally recognized brands, they empower ambitious traders and investors across emerging markets. In Indonesia, they work in partnership with a local technology and operations provider to deliver exceptional services and accelerate regional growth.

About the Role:
This is a strategic leadership position responsible for driving both Global Sales and Service Excellence functions in Indonesia. The role combines revenue generation with customer experience leadership, ensuring alignment between client acquisition, retention, and service delivery across global markets.

Key Responsibilities:

• Lead and inspire multi-regional sales teams to achieve ambitious revenue, activation, and retention targets.
• Develop and execute strategic sales plans for market expansion and client acquisition across retail and HNW tiers.
• Oversee Relationship Management teams (Activation, Retention, HNW) to ensure tier-based engagement and trading activity.
• Drive customer service operations, including support, escalations, quality assurance, and knowledge management.
• Implement digital-first strategies leveraging AI, automation, and self-service tools to enhance efficiency and client experience.
• Collaborate cross-functionally to improve processes and deliver best-in-class service.
• Monitor KPIs such as conversion, retention, deposits, and client tier progression.

Requirements:

• 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).
• Deep expertise in forex trading, currency markets, and macroeconomic factors.
• Strong analytical skills and ability to interpret market data and operational metrics.
• Experience implementing digital tools (CRM, automation, AI solutions).
• Knowledge of financial regulations and compliance frameworks.