Global Sales & Customer Services Director
Location: Dubai (hybrid / on-site leadership)
About the role
We've partnered with a scaling global finTech platform to hire an experienced senior leader to run both Global Sales and Customer Service Excellence. This is a high-impact, strategic role combining revenue leadership with operational ownership for customer service and support.
Why this role matters
This role sits at the intersection of growth and retention: you will shape how the business acquires, activates and retains clients while building a best-in-class, multilingual service organisation that delivers consistent, measurable customer outcomes across EMEA and APAC.
What you'll own (key responsibilities)
- Lead and inspire a high-performing, multi-regional sales teams to meet KPIs; revenue, activation and retention targets.
- Own Relationship Management teams covering Activation, Retention align tiered engagement, onboarding and trading activity to revenue goals.
- Lead end-to-end Customer Service operations (Customer Support, Escalations, QA, Knowledge Management, VA operations), ensuring consistent service standards across channels and regions.
- Design and implement capacity planning and shift models where appropriate; operating across multiple languages and timezones.
- Build and execute data-driven sales strategies; track KPIs including conversion, retention, reactivation, deposits and client tier progression.
- Capture Voice of Customer and drive cross-functional collaboration with Product, IT, Marketing, Onboarding, Compliance and Payments to remove client pain points.
- Sponsor transformation initiatives: CRM improvements, automation and AI-driven self-service adoption to improve efficiency and CSAT/NPS.
- Ensure sales and service operate within regulatory and internal risk frameworks across markets.
- Mentor and develop senior managers and succession pipelines across both Sales and Service Excellence.
Who we're looking for...
- Proven senior leadership in both sales and customer service functions within a regulated CFD/forex or online trading/brokerage environment.
- Deep understanding of FX/currency markets, retail trading behaviours and HNW client dynamics.
- Track record scaling and managing diverse, multi-regional teams.
- Strong experience with workforce planning and shift scheduling for multilingual support centres.
- Data-savvy: able to translate market and operational metrics into strategy and commercial outcomes.
- History of delivering transformation projects (CRM, automation, AI) and working closely with Product and Compliance.
- Excellent stakeholder management and communication skills; proven ability to present at executive level.
- Comfortable operating in a fast-changing, highly regulated global environment.
Desirable (nice-to-have)
- Familiarity with MetaTrader platforms.
- Experience with Creatio CRM (or similar enterprise CRMs).
- Prior experience implementing AI-driven automation or virtual assistant tools in sales/service contexts.
- Fluency or strong familiarity with supporting multilingual teams (e.g., Chinese, Russian, multi-English variants).
If you're an experienced leader with a strong blend of commercial sales acumen and customer operations excellence in regulated online trading or financial services, we'd welcome a confidential conversation.
Please follow the application process uploading your CV and we look forward to receiving it. This position it available immediately
