Head of Commercial Development

This is an exciting opportunity to shape the future of First Digital’s Client Experience, Business Development, GTM and Growth. The owner of this role will have the unique opportunity to build a data-driven, hyper-growth business, while positively surprising & delighting clients, ensuring their long-term success as consistent users of First Digital Services. You will be a key operator and POC for our partners and channel ecosystem. You will be responsible for inspiring, training, mentoring, and building a world-class commercial development, CS and sales organization.

Responsibilities:

• Lead and manage transformation to the OKR operating model, from initiation to implementation, ensuring adherence to service delivery levels, timelines, risk management, and quality standards.
• Ensure proper execution on client deliverables, communicate client status feedback and provide Key Performance Indicators to ensure appropriate escalation and prioritization of all client issues.
• Provide guidance, direction, and support to Go-To-Market teams, promoting a collaborative and productive work environment.
• Facilitate smooth transitions during service development updates, operational process changes, and organizational communication flows, ensuring minimal disruption or surprises to stakeholders.
• Highly promote a customer centric mindset through our teams and lead by example to provide direction across two high performing business growth functions, delivering service excellence.
• Collaborate closely with wider business functions to enable consistent and effective operational processes whilst championing process improvement and change from concept to final delivery.
• Be the primary point of contact for major clients or client initiatives, addressing inquiries, resolving issues, and ensuring client satisfaction.
• Dynamically adjust thesis and tactics based on opportunities, client and channel feedback, market conditions and ambiguities to achieve long term business strategy and hit business objectives.
• Develop other leaders that will report to you by setting objectives and building career pathways.
• Able to manage difficult conversations and be comfortable with performance management when required.
• Experience working in a high growth team, start-up environment, adaptable, agile in approach and able to work in a constantly evolving business.
• Act as the voice of the client to the executive team and present weekly, monthly, and quarterly updates to peers and leaders.
• Advocate the usage and manage CRM tools and deliver regular client insights and shared data to the rest of GTM to improve efficiency, transparency, and communications.

Essential Experience:

• Must align with First Digital Core values and come armed with proven examples of how to live to those each working day.
• Over 10 years of experience in the Financial Services/and or Digital Assets industry, preferably with strong Relationship Management, Client Services and Partnerships know how, and a good understanding of unit economics, fee-based & tiered pricing, and customer loyalty planning.
• Excellent communication and interpersonal skills, with the ability to influence and collaborate with diverse stakeholders.
• Demonstrated leadership capabilities and the ability to inspire and motivate teams to achieve their best.
• A team player who is flexible and can maintain both a positive attitude and high level of performance in demanding/ time-sensitive initiatives.
• Possess intellectual curiosity, resourcefulness, excellent analytical and problem-solving skills, ability to synthesize large amounts of information and propose recommendation.
• Experience in developing and implementation of transformation.
• Demonstrated success in developing business strategy to deliver strategic outcomes.
• Strong understanding of financial services operations, including fund management, financial reporting, transfer agency, and alternative investments.
• At least 5 years of experience in division management (Sales Ops, Business Development and Client Services especially) where operational excellence was a key tenet.
• Effectively working with cross-functional and international teams and not scared to roll sleeves up, get stuck in and ask difficult questions.

Requirements and Traits:

• Analytically oriented with experience using CRM tools such as Salesforce, Pipedrive, Zendesk, Desk-Pro or similar systems to utilise data and drive decision-making.
• All-around pro-active high performer with examples of demonstrated commercial success in both customer growth and retention.
• Demonstrated ability to learn new products quickly, act with urgency and manage multiple lines of growth.
• Ability to think ahead and catch problems before they arise.
• Able to build constructive and effective relationships and use them to manoeuvre through complex situations.
• Can identify and articulate the processes necessary to get things down efficiently and effectively.
• Inhibit strong leadership qualities, including vision, integrity, resilience, and the ability to inspire and motivate teams towards common goals.
• Familiar with Crypto market dynamics and possesses a network that can deliver qualified leads and client or partner opportunities.
• Experience in social commerce and active on X (Twitter) and Linkedin in the digital assets space would be a plus.
• Able to drive changes and inspire a high-quality service mindset throughout the teams and enjoy winning.
• Strong presentation, communication, and organisation skills a must, ability to converse in multiple languages a benefit.
• Public speaking experience and media training would also be a great asset to your success.

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