Job Description

About us:
Luno is the crypto investment app you can rely on, enabling you to buy, store and explore crypto securely. We're committed to putting the power of cryptocurrency in everyone's hands sensibly and responsibly.
Since 2013, we've helped millions of people around the world invest safely in crypto. We do this by cutting through the hype and supporting customers at every step of the way. All products and cryptocurrencies on our platform must first meet stringent legal, risk and technical security standards.
Transparency is key for us. Luno stores all crypto on a 1:1 basis and we have rigorous processes in place so you can be confident your investment is secure. We're available in more than 40 countries around the world and we work closely with respective regulators in all of these markets to be fully compliant, as we believe this is the best way to help everyone, everywhere, invest safely.
About the team:
You will be part of our Countries team, driving commercial outcomes in each of our markets, taking ownership of customer-driven P&L, local strategy, and operational risk management. Country Managers lead the charge in their jurisdictions, supported by regional General Managers and small cross-functional local teams. They serve as both internal market experts and Luno's external representatives, fostering strong relationships with regulators and partners.
The role in a nutshell:
Supporting Luno's strategic value of being a customer first business, working closely with our most valued and loyal customers. In this front-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.
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.
• Identify potential opportunities and inform the sales team to follow up.
• Educate and inform clients about the company's products, services and special offers ( new and existing).
• Conduct customer satisfaction surveys and recommend ways of improving client satisfaction.
• Work with internal departments to ensure the company meets clients' expectations.
• Drive upsell and cross-sell opportunities .

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. 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
• Ability to work under pressure

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:

• Remote but reachable work policy gives you the freedom to choose between working from home or the office.
• Enjoy an Annual Inspiration Day in addition to your annual leave, which increases with your length of service, plus the option to buy or sell up to five days of leave.
• Improve body and mind, with excellent private medical insurance
• Access to Learnably and our additional learning platforms for your personal and professional development
• A collaborative, friendly work community, with regular social events and classes hosted by our Lunauts
• 6 months primary care-giver leave
• Paw-ternity leave for your furry friend
• Free lunch and snacks
• 0 fees up to a certain amount with Luno from the day you start.*

*Offer only available on Luno Instant Buy, not Luno Exchange
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation
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