BlockFi is hiring a

Web3 Director of Client Relationship Management - - Retail HNW Segment

BlockFi is looking for a Director of Client Relationship Management - Retail HNW Segment to join our growing team!

Your Mission

We’re looking for a leader to join our fast growing Client Success Department and take ownership of the Client Relationship Management function with the following responsibilities:

• Directly manage and guide a team of Client Relationship Managers who are primarily focused on Retail High Networth Segment.
• Lead the strategy, implementation, measurement, and optimization of client relationship management core deliverables and campaigns to fuel adoption, retention, up-sells and cross-sells in a highly volatile crypto environment. This would include the development of post onboarding capabilities to support the operational and financial assessment of new opportunities, as well as developing and managing an innovative Loyalty Program, focusing on personalization / engagement.
• Ability to take a data driven Client Success approach to managing clients while adopting traditional finance best practices.
• Work cross functionally with Institutional Sales, Retail Strategy, Marketing and Client Service teams to create / operationalize play books for client journeys for HNW Client Segment.
• Create and facilitate a process to report and update key stakeholders and senior leadership on WoW forecast/tracking, inclusive of initiatives and KPIs. Report Health of the Client KPIs to track effectiveness of all programs and establish relationship value to assess levels of Brand loyalty over time.
• Evaluate and optimize current segment structure, monitor customer migration across segments, and establish a programmatic approach to continued evaluation and improvement of our segmentation strategy.
• Hire and expand the team within the US and well as internationally.
• This role reports into SVP of Global Client Success.

Your Expertise

• Dynamic: Understand what it means to move fast, pivot with change, growth mindset, ability to operate in gray and provide leadership towards clarity, collaborate cross functionally and bring people together towards a common goal.
• At least 10 years of relevant experience
• At least 5 years of leadership experience in Relationship Management or a similar function
• Experience in client segmentation, client journey mapping / engagement methodologies, tech driven retention upsell/cross-sell strategies in B2C environment, forecasting and driving client relationship value and client LTV, driving and maintaining world class NPS, etc.
• Experience building, leading, and growing high performing global teams, preferably in a high growth startup type environment
• Be the voice of our clients, and empower business partners to make better decisions
• Build strong relationships with Client Success, Strategy, Marketing and Product team leaders to stay on top of business needs
• Exceptional communication skills; you can communicate clearly and effectively across all channels with executive stakeholders and the broader organization
• Experience with fin tech and/or cryptocurrency space is strongly preferred

Your Perks

We benefit from the great work our employees do each day. That is why we are committed to providing a variety of awesome benefits to help them live their best lives.

• Competitive salary because we value your experience and expertise
• Unlimited vacation / sick days because everyone deserves time for R&R
• Employer contribution towards health coverage (including vision & dental) because your physical health and well-being is important to us
• Various fringe benefits such as 401k, Parental Leave, FSA/HSA, and Employee Assistance Programs because health coverage is more than just choosing your yearly plan
• Flexible work environment because we are a geographically dispersed team and we believe in balance
• Pet insurance because all of your beloved family members should have coverage too
• Weekly lunch stipend because there is such a thing as a free lunch!
• A close-knit team of enthusiastic, collegial and driven people to work alongside in a highly meritocratic environment because teamwork makes the dreamwork

Apply Now: