Client Service Manager - High Touch
Stake is looking for Client Service Manager - High Touch to join us at our Sydney CBD HQ, with a flexible hybrid working model.
We're an Australian investing platform that helps ambitious people confidently grow their wealth. By offering seamless, immersive access to the share markets, we've empowered a new wave of investors. Stake has grown fast from a fintech startup into a robust financial services company. Today we have 750,000+ global customers and more than A$5 billion under administration.
At Stake, we break barriers in everything we do. Just like our customers, we're driven by ambition. Our desire for continuous growth is what creates the collaborative and high-performance environment we work in. Though we're spread around the world, we're a unified team moving towards a shared vision: to unleash the investor in everyone.
Join us as we continue to reshape the financial industry, inspiring investor confidence and celebrating our wins along the way.
About this role
As a Client Service Manager - High Touch, you will own the end-to-end Stake Super High-Touch onboarding journey and be accountable for driving customer conversion outcomes across channels. You'll work directly with prospective customers, guiding them through the Stake Super proposition and creating a seamless, personalised experience from initial enquiry through to conversion.
This role is focused on customer engagement, commercial outcomes and continuously improving the High-Touch journey to increase acquisition, conversion and customer satisfaction.
Day to Day Responsibilities
Execute the High-Touch customer journey
- Conduct discovery sessions with customers via phone
- Follow up with customers via email and phone to progress onboarding and conversion
- Manage and maintain customer lead information, including lead source, notes and customer details
- Deliver a professional, tailored onboarding experience that builds confidence in the Stake Super proposition
Optimise customer conversion outcomes
- Review customer profiles and tailor onboarding journeys to individual customer needs
- Identify opportunities to improve the customer experience and onboarding flow
- Feed customer insights and trends back to Marketing, Product and Commercial teams to support feature enhancements and campaign effectiveness
- Analyse lead quality and conversion performance across acquisition channels
- Contribute ideas and initiatives that improve customer engagement and drive growth
Drive customer engagement across community channels
- Participate in relevant forums and online communities such as Whirlpool and PropertyChat
- Add value to conversations around Stake Super and SMSFs
- Support initiatives that increase awareness and reach for Stake Super across digital communities and customer channels
End-of-month responsibilities
- Deliver reporting that supports the Stake Super business and customer acquisition strategy
- Maintain and improve reporting dashboards and lead tracking processes
- Analyse lead performance and conversion outcomes by acquisition channel
- Identify reporting improvements and insights that support business growth and customer acquisition
Strategic responsibilities
- Support the development and execution of the Stake Super High-Touch strategy and associated OKRs
- Develop strong technical knowledge of the SMSF industry and Stake Super proposition
- Maintain an understanding of legal and compliance considerations relevant to the SMSF customer experience
- Contribute insights that help shape the future growth and customer experience strategy for Stake Super
At Stake, we're more interested in your attitude than your resume. If you believe this is a role you want to jump into, please apply and let us know why in your cover letter!
Benefits of working at Stake
You'll have the opportunity to work with autonomy while learning from some of the best talent in the industry, playing a meaningful role in building a company that has loads of positive momentum and excitement around it. Having said that, we also have perks.
Please see on our Careers website the list of benefits under our Grow with Stake program. They include:
- Professional development allowance
- Up to 16 weeks of paid parental leave
- Childcare allowance
- Extra paid leave during tough times
- Discretionary performance bonus and talent referral bonus
- Options share scheme for senior leaders
Stake is an equal opportunity employer that values diversity. We're proactive about providing an inclusive work environment and do not discriminate based on race, religion, nationality, gender, sexual orientation, age or disability status. We're also endorsed by WORK180 as a great employer for women.
It all comes together to explain why Stake placed 1st in the 2024 AFR BOSS Best Places to Work list for the Banking, Superannuation & Financial Services category, across all of Australia and New Zealand.
So what happens next?
Once we've received your application, we'll give it the attention it deserves, and you'll hear from us regardless of the outcome. If we think you'd be a great fit for our team, we'll give you a call and take it from there.
To all recruitment agencies: Stake does not accept agency resumes. Please do not forward resumes to our jobs alias or directly to Stake employees. Stake is not responsible for any fees related to unsolicited resumes.
