VP, Customer Experience - FOREX.com

Please fill in the information below and use the navigational buttons to continue.
Warning: Using your browser's Back and Forward buttons may produce undesirable results.

Vice President, Customer Experience – FOREX.com

GAIN Capital (GCAP: NYSE) is a global provider of online trading services. Founded in 1999, today GAIN services retail and institutional clients in over 180 countries through our award-winning, globally recognized brands, including, FOREX.com, City Index and GTX. In 2015, GAIN Capital was named one of Fortune 100’s Fastest Growing Companies, Fortune’s annual list of public companies with the most stellar three-year profit, revenue and stock growth.

As VP, Customer Experience, you will be responsible for overseeing all aspects of the customer lifecycle for FOREX.com, optimizing the customer experience to drive acquisition and engagement and enhance our customer relationships.  The successful candidate will be an experienced digital marketer who seeks to understand customer segments based on quantitative and qualitative data and has the creativity to design and implement enhancements to customer journeys across all touch points that deliver an exceptional customer experience while optimizing business results.

Key Responsibilities include:

  • Responsible for overall site and app CX, including cross channel communication, personalization, mobile marketing and content marketing. Expand the role of content marketing as one of the tools that drives engagement

  • Leverage client segmentation and value analysis to prioritize and focus on projects that positively impact client acquisition and engagement

  • Work closely with the analytics team to derive insights that inform our customer journeys and answer key customer related questions

  • Develop personalization models based on customer behaviors and implement across all platforms

  • Analyze the impact of customer engagement deliverables and track improvement towards business objectives

  • Maintain a constant curiosity around what it is like to walk in our customers' shoes and how can we bring forward points of differentiation that are meaningful

  • Educate, instill, and motivate a broader cultural desire across the corporation to focus on the customer, with the objective of consistently improving customer experience metrics 

  • Provide cross-functional leadership on all activities that impact the customer journey, including customer communications, offers, sales strategies, client service and operations

Required Skills & Capabilities
  • A passion for providing transformative digital customer experiences, coupled with a strong sense of accountability and ownership of results

  • Minimum of 10 years’ of relevant experience managing customer experience marketing for consumer-facing web based products & services.

  • Experience managing teams that have leveraged a variety of marketing technologies including dynamic CMS tools for personalized experiences, CRM and marketing automation 

  • Ability to work in fast paced, dynamically changing environment; you don’t just roll with change--you are prepared to initiate and thrive in it

  • A questioning, curious mind with a desire to continuously improve status quo

  • Strong analytical-thinking and problem-solving abilities

  • Excellent written and verbal communication skills

Performance Metrics
  • Develop and execute retention action plans based on customer insights and data analytics.

  • Implement customer lifecycle management program.

  • Achieve company retention targets

 
First Name *
Last Name *  
Email Address *  
Country *  
Address Line 1 *  
Address Line 2  
City *  
State *  
Zip Code *  
Daytime Phone *  
Evening Phone *  
 
Voluntary Self-Identification Information
Completion of this information is voluntary and is not a requirement. This information will in no way affect the decision regarding your application. This information will be kept confidential.
EEO*   "EEO is the Law" poster     "EEO es la Ley" cartel     Why are we asking?
"EEO is the Law" Supplement
Suplemento del documento "EEO es la Ley"
Pay Transparency Policy Statement
      Gender  

      Ethnicity   Hispanic or Latino
Not Hispanic or Latino

      Race
         Select one or more values
 
American Indian or Alaska Native
Asian
Black or African American
Native Hawaiian or Other Pacific Islander
White
Two or More Races
  Protected Veteran Status*
  If this employer is not a federal contractor or subcontractor, they are not required to report on applicant Protected Veteran Status. Click the Why are we asking? link for more information.
      Why are we asking?     What is a Protected Veteran?
 



  Section 503 Disability Status
  If this employer is not a federal contractor or subcontractor, they are not required to report on applicant Section 503 Disability Status.
 
 
 
 



  Notice*
  UNDER MARYLAND LAW AN EMPLOYER MAY NOT REQUIRE OR DEMAND AS A CONDITION OF EMPLOYMENT, PROSPECTIVE EMPLOYMENT OR CONTINUED EMPLOYMENT, THAT AN INDIVIDUAL SUBMIT TO OR TAKE A LIE DETECTOR OR SIMILAR TEST. AN EMPLOYER WHO VIOLATES THIS PROVISION IS GUILTY OF A MISDEMEANOR AND SUBJECT TO A FINE NOT EXCEEDING $100.

IT IS UNLAWFUL IN MASSACHUSETTS TO REQUIRE OR ADMINISTER A LIE DETECTOR TEST AS A CONDITION OF EMPLOYMENT OR CONTINUED EMPLOYMENT. AN EMPLOYER WHO VIOLATES THIS LAW SHALL BE SUBJECT TO CRIMINAL PENALTIES AND CIVIL LIABILITY.
 
* required fields
 
Disabled Back Button     Cancel Button     Disabled Finish Button     Next Button