Kuala Lumpur, Malaysia
The role in a nutshell:
Supporting Luno’s strategic value of being a customer first business, this is a fantastic opportunity to work closely with our most valued and loyal customers. In this font-facing role you will use various data points and key insights to develop, retain and monitor our high value customer base. You will be expected to actively manage a portfolio of customers while maintaining the highest standard of customer service and also build a network within the cryptocurrency industry.
Leveraging your excellent communication and influencing skills; your ability to develop sustainable and meaningful relationships with high value customers and business owners; and present information with the aim to provide them a seamless Luno experience. You will work cross functionally to ensure that the needs of these customers are met, resulting in the consistent volumes of trades.
All in all, this is the perfect role for the person that loves to walk the extra mile for customers.
Your mission will be:
- Acquire, develop trust and loyalty with new and existing VIP customers by offering them a direct channel to resolve issues.
- Lead the efforts to provide existing high value customers with a bespoke offering and prioritised direct service.
- Understand customer behaviour and identify unmet needs and opportunities.
- Win back lost VIP customers, understand the pain points that made them leave and create a customer specific pitch to win them back.
- Leverage happy customers as ambassadors and referrers (e.g Explore potential referral/affiliate program structures that work for them).
- Assist with the onboarding of new business customers with a focus on retention and ongoing support.
A little about you:
- A strong ability to develop relationships and networks with existing customers, high frequency traders and the wider cryptocurrency community by understanding and anticipating their existing & future needs and wants related to Luno
- Experience in Sales/Business Development/Relationship Management/Client Acquisition
- Relationship Management experience with high net worth individuals, and/or high-frequency traders is an added advantage
- Fluent in spoken and written English and Bahasa Malaysia. Fluency in additional languages will be an added advantage
- Good knowledge of how cryptocurrencies like Bitcoin, Ethereum and other approved cryptocurrencies work, enthusiasm to promote cryptocurrencies, and the ability to explain complex concepts in easy-to-understand language
- Good knowledge of the inner workings of a cryptocurrency exchange, high frequency trading and algorithmic trading
- Entrepreneurial skills with strategic thinking. A strong sense of responsibility and a high level of integrity
- Possesses sublime interpersonal, communication, cross functional collaboration and project management skills
- Independent, self-motivated and resourceful
Ideally you will be:
- Team Working: They support others and show respect and positive regard for them in social situations. Puts people first, working effectively with individuals and teams and customers.
- Analytical Thinking: Provides evidence of clear analytical thinking. Gets to the heart of complex problems and issues. Applies own expertise effectively. Quickly learns new technology. Communicating well in writing and can explain complex technical analysis to a non-technical audience.
- Creative Thinking: Open to new ideas and experiences. Seeks out learning opportunities. Handles situations and problems with innovation and creativity. Thinks outside the box to resolve problems.
- Planning and Organising: Plans ahead and works in a systematic and organised way. Follows directions and procedures. Delivers within the agreed time frames.
- Performance and Delivery: Focuses on results and achieving personal work objectives. Works best when work is related closely to results and the impact of personal efforts is obvious. Shows an understanding of business, commerce and finance.
- Empathetic: Ability to listen and understand the needs of others, especially our customers. Proactively able to identify the gaps or concerns experienced by our customers and suggest content and product copy improvements.
Life at Luno:
- Forward-thinking and ambitious team that values diversity, hard work, and the continuous quest for excellence.
- Remote but reachable work policy gives you the freedom to choose between working from home or the office.
- Improve body and mind, with excellent private medical insurance.
- Free training courses on Udemy and CodeAcademy.
- Generous maternity / paternity and even paw-ternity for your furry friend.
- Annual Inspiration Day.
- A collaborative, friendly work community, with regular social events and virtual cooking, dancing, drawing and house planting classes hosted by our Lunauts.
- Free lunch and snacks.
- Free access to Headspace – a full library of guided meditations, sleep stories, and music.
- 0 fees with Luno from the day you start.*
- *Offer only available on Luno Instant Buy, not Luno Exchange
Luno makes it simple to buy, store and explore crypto. More than 10 million people have chosen to invest in crypto with Luno using our platform, which is available on Apple, Android and as a desktop experience. We’ve enabled over $52bn of transactions and we securely store over $1bn for our customers around the world.
Our mission is to put the power of crypto in everyone’s hands because we believe that giving people access to a robust and fair financial system is a basic human right. We are with customers at every step of their investment journey with clear, jargon-free information and an easy-to-use app experience that helps people get started from as little as $10.
In order to make crypto accessible to everyone, everywhere, we’re on the ground in more than 40 markets across North America, Africa, Asia and Europe. We are registered with all local financial intelligence authorities and proud of our strong AML measures and world-leading compliance teams. All the crypto we store for our customers is regularly verified by independent auditors. Luno is the trusted guide that will bring crypto to over 1 billion people by 2030.
Luno is a ‘remote but reachable’ company! At Luno, we trust that people can do their work effectively anywhere and provide Lunauts with the flexibility to decide where they do their best work. For some of us, that’s at home for the majority of the time, for others, that might mean joining other Lunauts in person at one of our Luno workspaces more often. Luno is built on our relationships, so we still value in-person connection and have a minimum expectation of spending time in person once a quarter. So as long as you are based in one country with a Luno workspace, we want to hear from you!
We are an equal opportunity employer and value diversity at our company. We do not negatively discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.