CX Manager

Taurex

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