The posting
We’re Building the Future of Capital Markets; enabling entrepreneurship, job creation, financial inclusion, and economic resilience
As Asia's leading securities brokerage, regulated exchange and fund management platform for alternative investments, Alta is at the forefront of building critical capital market infrastructure. We believe that access to capital markets are pivotal in all economies, we recognize that our role in building this critical infrastructure goes beyond facilitating trades; it paves the way for entrepreneurship, job creation, financial inclusion, and economic resilience, fostering a brighter future for emerging markets and economies.
Empowering Private Markets: Through our Digital Exchange, we enable the tokenization and digital custody of alternative assets. This end-to-end solution simplifies and expedites the trading of smaller asset blocks, ultimately facilitating access and liquidity in private markets.
Innovative Financial Ecosystem: Our journey has seen us transition from securities trading and distribution of comprehensive products, including equities, private credit, funds, and asset-backed securities (“ABS”) (representing Real World Assets ("RWA") like whiskies, wines, art, watches, and real estate) to include fund management and digital custody services.
Established in 2016 and headquartered in Singapore, Alta operates offices globally. We welcome energetic and creative individuals to be part of this ambitious journey with us.
About The Role
We’re looking for a VP of Client Experience to build and lead the function at the heart of how our clients experience the business.
This role combines Client Experience and Sales Operations, with responsibility for shaping the entire client journey: from initial awareness and engagement through to onboarding, activation and conversion, followed by ongoing support, engagement, and retention.
Working closely with the Growth and Marketing team, you’ll identify opportunities at every stage to bring investors greater clarity and assurance, helping them confidently progress towards the next step.
When prospective or existing clients disengage or encounter challenges, you’ll lead efforts to understand their concerns, re-engage them, and help them achieve their objectives. And when opportunities arise that align with their needs, your role involves reaching out and nurturing them across the finish line.
In practice, this involves:
- Mapping customer journeys across online and offline channels (in collaboration with Growth and Marketing) that create a seamless experience
- Capturing data across the client journey to spot gaps and opportunities across the client lifecycle that impact experience, conversions, and lifetime value
- Leading the team that acts as the first point of contact for client needs; whether responding to an incoming query, ensuring important information reaches clients, or escalating something that requires attention
- Communicating over email and calls with prospects/clients that lead to both clarity and conversions
- Ensuring deal terms, processes and relevant context are communicated to investors clearly and accurately
- Conducting user interviews with prospects/clients to understand their key concerns and unmet desires
- Following up with prospects/clients who might have dropped off at various stages to re-engage them
- Using the insights gathered to inform how to improve our current/future products and services, customer experience, as well as our sales and marketing efforts
As this role requires cross departmental collaboration, you’ll need to be comfortable navigating the organisation, knowing who to involve and when to escalate, and applying sound judgement in situations that may not always come with a clear playbook.
This is as much a leadership role as it is a client-facing one. You’ll lead a distributed Client Experience team across Singapore, Malaysia, Indonesia and the Philippines, establishing the structure, standards and coaching needed to develop a group of junior client-facing team members into a genuinely high-performing organisation.
Some Of The Key Responsibilities Include:
- Own and continuously improve the end-to-end client experience—from initial enquiry and consideration through onboarding, activation, conversion, ongoing engagement, retention and re-engagement.
- Develop the Client Experience function as an organisational strategy, ensuring clients receive a consistent, clear and high-quality experience across every interaction with Alta.
- Build, lead and mentor a high-performing Client Experience team across Singapore, Malaysia, Indonesia and the Philippines, defining the team structure, responsibilities, service standards, performance expectations and career pathways as the function grows.
- Design client segmentation and engagement models that provide appropriate levels of support across different client profiles, from high-touch engagement for strategic and high-value clients to scalable support for the broader client base.
- Oversee client onboarding and activation, working closely with Operations and Compliance to reduce friction, improve turnaround times and help clients progress smoothly through the required processes.
- Partner with Growth, Marketing and Sales teams to strengthen lead management, follow-up and conversion processes, ensuring prospective clients are appropriately nurtured and do not fall through gaps in the client journey.
- Establish clear SalesOps processes, including lead routing, pipeline tracking, client follow-ups, internal handovers, data quality and reporting, to improve visibility and accountability throughout the client lifecycle.
- Work closely with the Deal team to ensure investment opportunities, deal terms, timelines and relevant context are communicated to clients clearly, accurately and consistently.
- Serve as the senior escalation point for complex or sensitive client matters, coordinating with the relevant internal teams to ensure timely and appropriate resolution.
- Develop proactive engagement and re-engagement strategies for clients who have become inactive, encountered challenges or have not progressed to the next stage of the journey.
- Build structured feedback loops with Product, Technology, Operations, Compliance, Growth and Deal teams to identify recurring pain points and improve the overall client experience.
- Develop the playbooks, communication standards, service levels and tools needed to deliver a consistent and scalable client experience across markets.
- Define, monitor and report on key Client Experience and SalesOps metrics, including enquiry response times, onboarding completion, activation and conversion rates, client engagement, repeat investment activity, retention, re-engagement, client satisfaction and resolution times.
- Translate client feedback, operational data and performance trends into actionable insights for leadership, highlighting areas of friction, risk and opportunity across the client journey.
About You
- 5+ years of experience in Client Experience, Customer Success, Sales Operations, Account Management, Relationship Management or a related client-facing function, including at least 3 years in a leadership role.
- Relevant experience in financial services, capital markets, fintech, wealth management, private markets or another regulated industry.
- Strong understanding of the end-to-end client journey, from lead generation and initial engagement through onboarding, conversion, ongoing servicing, retention and re-engagement.
- Experience building or scaling a Client Experience, Client Success or Sales Operations function, including its team structure, operating model, service standards and processes.
- Proven ability to improve client conversion, engagement, satisfaction and retention by identifying and addressing gaps across the client lifecycle.
- Experience leading client-facing teams across multiple markets or regions, ideally within Southeast Asia.
- Comfortable supporting a range of client segments and designing both high-touch and scalable, technology-enabled engagement models.
- Strong knowledge of SalesOps processes, including lead management, pipeline tracking, client follow-ups, internal handovers, CRM governance and performance reporting.
- Excellent executive presence and stakeholder-management skills, with the confidence and credibility to engage senior clients and internal leadership.
- Strong commercial judgement, with the ability to balance client needs against business, operational and regulatory considerations.
- Highly collaborative, with a track record of partnering effectively across Growth, Marketing, Sales, Deal, Product, Technology, Operations, Support and Compliance teams.
- Data-driven and comfortable using client and operational insights to identify pain points, prioritise improvements and measure team performance.
- Familiarity with relevant client experience and commercial metrics, including response times, onboarding completion, conversion, engagement, repeat activity, retention, re-engagement, CSAT and NPS.
- Experience using CRM, sales or client-management platforms such as Salesforce, HubSpot or similar systems.
- Comfortable operating in a fast-paced and evolving environment, with the willingness to remain hands-on while building the function and developing the team.
If you are interested, please send your resume to [email protected]
