Client & Partner Solutions Manager

Please note that we will only be able to accept candidates who have the appropriate rights and documentation for employment in Cyprus.

Who We Are

Axi is a leading global provider of margin and deliverable Foreign Exchange, Contracts for Difference (CFDs), and Financial Spread Betting. Our business has evolved into a global, technology-led brokerage focused on delivering a great trading experience for clients and partners around the world.

Let’s talk about the cool stuff you will do at Axi!

As our Client & Partner Solutions Manager, you will lead our global team responsible for delivering a premium experience and exceptional solutions to Axi’s VIP clients and partners.

This is more than a service leadership role. You will use client and partner insights to identify opportunities to improve how we operate, influence product and service development, strengthen retention, and ultimately support Axi’s growth.

You will lead a high-performing team, drive operational excellence and work closely with stakeholders across the business to make sure the voice of our clients and partners translates into meaningful action.

Your EDGE Assignment / You Will

Lead and execute Axi’s global Client & Partner Solutions strategy and operating model, aligning service standards, workflows, tools and escalation paths across all regions.

Deliver a premium, consistent experience for our VIP clients and partners, acting as the senior escalation point for complex or sensitive matters such as trading disputes, funding issues and account reviews.

Own key performance measures including CSAT, First Response Time, Resolution Time, Average Handling Time, VIP client retention and partner satisfaction.

Build a structured voice-of-client and voice-of-partner feedback loop, turning frontline insights into recommendations for Product, Marketing and Sales.

Partner closely with Trading, Compliance, Risk, Settlements, Sales/Partnerships and Product teams to resolve complex issues and improve the overall client and partner experience.

Maintain a single global set of SOPs, knowledge base content and service level agreements so every region operates to the same standard.

Analyse performance data, service trends and feedback to identify risks, gaps and continuous improvement opportunities.

Work with Technology and Operations to improve CRM, ticketing and automation tools that make the team more efficient.

Lead, coach and develop a high-performing global team, building product, platform and trading knowledge and fostering one global CPS culture.

Manage performance, succession planning and talent development within the team.

Design scheduling and follow-the-sun coverage to support 24/7 global service, including peak periods and market-moving events.

Build contingency plans for volume spikes, market volatility, platform outages, incidents or resourcing gaps.

Ensure the team operates in line with internal controls, SOPs and regulatory requirements across Axi’s licensed jurisdictions, including KYC/AML, complaints handling and fair treatment of clients.

Take ownership of outcomes, communicate risks proactively and maintain strong collaboration across the business.

Are you the one?

Proven experience leading a client service, partner support, customer operations or similar team.

Experience managing VIP or high-value clients and partners.

Experience leading teams across multiple regions and time zones, ideally in a global or multi-market service operation.

Strong people leadership experience with the ability to coach, develop and manage performance.

Comfortable working in a fast-paced, commercially focused environment where priorities can change quickly.

Strong analytical mindset with the ability to turn operational data and customer feedback into actionable improvements.

Excellent stakeholder management skills and confidence working across multiple business functions.

Strong understanding of service metrics, operational performance and continuous improvement.

Able to balance client experience, operational efficiency and commercial outcomes.

Strong communication, judgement and problem-solving skills.

Preferred / Nice to Have

Experience within financial services, fintech, online trading or another regulated environment.

Experience supporting both direct clients and business partners, such as Introducing Brokers or affiliates.

Experience working closely with Product, Trading or operational teams to drive service and product improvements.

Axi's Bag of Delights

Competitive total rewards package.

Extensive learning opportunities, including professional certifications and continuous development.

21 days of annual leave per year.

Public holidays as declared by the local government.

Comprehensive health insurance coverage.

Axi's Interview Journey

Our selection process includes:

Talent Acquisition Interview – 60 minutes

Hiring Manager Interview – 60 minutes

Final Interview – 60 minutes

Please note that our organization works with recruitment agencies on a pre-approved basis only. A recruitment agency that wishes to submit candidate profiles or resumes for consideration must obtain prior written consent from our talent acquisition team. We do not accept unsolicited resumes from recruitment agencies, and we will not be responsible for any fees related to unsolicited resumes. Should we receive an unsolicited resume from a recruitment agency that does not have prior written consent, we will not be responsible for the payment of any fees related to the recruitment of the candidate represented in the unsolicited resume.

At Axi, we prioritize creating a workplace that upholds fairness and respect for all. We encourage every individual within our community to contribute towards a culture where everyone feels a sense of belonging and is treated with the dignity they deserve. We make all employment-related decisions—whether in hiring, compensation, training, performance reviews, or termination—based on merit and without bias, ensuring equal opportunities for everyone. We consciously work to identify and overcome any unconscious biases, with a commitment to fostering an inclusive environment where every employee and candidate feels genuinely welcomed and valued.