Head/VP of client experience

VP, Client Experience

Singapore | Regional Southeast Asia remit

We are recruiting a VP, Client Experience for a financial services business operating in private markets and alternative investments.

This is a hands-on leadership opportunity to build and lead a regional client experience function. You will oversee the journey from initial enquiry through onboarding and investment, strengthening ongoing engagement, service quality and retention.

The role combines client-facing leadership with sales operations. You will develop the team, improve everyday processes and ensure prospective and existing investors receive clear, timely and consistent support.

Key responsibilities

• Lead, coach and develop a client-facing team across Singapore, Malaysia, Indonesia and the Philippines.

• Establish team responsibilities, service standards, performance expectations and development plans.

• Improve the client journey from initial enquiry through onboarding, activation, conversion and ongoing engagement.

• Work with Operations and Compliance to reduce onboarding friction and improve turnaround times.

• Partner with Sales and Marketing to strengthen lead allocation, follow-ups and conversion.

• Build effective sales operations processes, including pipeline tracking, internal handovers, CRM data quality and reporting.

• Develop tailored engagement approaches for different client segments, including strategic and high-value investors.

• Act as the senior escalation point for complex or sensitive client matters.

• Work with investment teams to communicate opportunities, terms and processes clearly and accurately.

• Develop approaches to reconnect with inactive clients and prospects who have not progressed.

• Use client feedback and performance data to improve service, satisfaction, retention and repeat investment activity.

Experience and skills

• At least 5 years in Client Experience, Customer Success, Sales Operations, Account Management, Relationship Management or a related client-facing function.

• At least 3 years in a leadership role, with experience managing and developing client-facing teams.

• Experience in financial services, capital markets, fintech, wealth management, private markets or another regulated industry.

• A track record of building or scaling a Client Experience, Customer Success or Sales Operations function.

• Evidence of improving client onboarding, conversion, engagement, satisfaction or retention.

• Strong knowledge of CRM platforms, lead management, pipeline processes and performance reporting.

• Confidence handling senior client relationships and resolving difficult situations.

• Strong commercial judgement and an understanding of how to balance client needs with operational and regulatory requirements.

• A collaborative, practical leadership style and willingness to remain involved in day-to-day delivery.

Experience leading teams across multiple markets, particularly Southeast Asia, would be highly relevant.