About us: Luno is the crypto investment app you can rely on, enabling you to buy, store and explore crypto securely. We're committed to putting the power of cryptocurrency in everyone's hands sensibly and responsibly.
Since 2013, we've helped millions of people around the world invest safely in crypto. We do this by cutting through the hype and supporting customers at every step of the way. All products and cryptocurrencies on our platform must first meet stringent legal, risk and technical security standards.
Transparency is key for us. Luno stores all crypto on a 1:1 basis and we have rigorous processes in place so you can be confident your investment is secure. We're available in more than 40 countries around the world and we work closely with respective regulators in all of these markets to be fully compliant, as we believe this is the best way to help everyone, everywhere, invest safely.
The role in a nutshell: Supporting Luno's strategic value of being a customer-first business, this is a fantastic opportunity to work closely with our most valued and loyal customers. In this font-facing role, you will use various data points and key insights to develop, retain and monitor our high-value customer base. You will be expected to actively manage a portfolio of customers while maintaining the highest standard of customer service and also build a network within the cryptocurrency industry.
Leveraging your excellent communication and influencing skills; your ability to develop sustainable and meaningful relationships with high-value customers and business owners; and present information with the aim to provide them with a seamless Luno experience. You will work cross-functionally to ensure that the needs of these customers are met, resulting in consistent volumes of trades.
All in all, this is the perfect role for the person who loves to walk the extra mile for customers.
Your mission will be: Acquire & develop trust and loyalty with new and existing VIP customers by offering them a direct channel to resolve issues Lead the efforts to provide existing high-value customers with a bespoke offering and prioritised direct service. Understand customer behaviour and identify unmet needs and opportunities. Win back lost VIP customers, understand the pain points that made them leave and create a customer-specific pitch to win them back. Leverage happy customers as ambassadors and referrers (e.g. Explore potential referral/affiliate program structures that work for them). Assist with the onboarding of new business customers with a focus on retention and ongoing support. A little about you: A strong ability to develop relationships and networks with existing customers, high-frequency traders and the wider cryptocurrency community by understanding and anticipating their existing & future needs and wants related to Luno Experience in Sales/Business Development/Relationship Management/Client Acquisition Relationship Management experience with high net-worth individuals, and/or high-frequency traders is an added advantage Fluent in spoken and written English and Bahasa Malaysia. Fluency in additional languages will be an added advantage Good knowledge of how cryptocurrencies like Bitcoin, Ethereum and other approved cryptocurrencies work, enthusiasm to promote cryptocurrencies, and the ability to explain complex concepts in easy-to-understand language Good knowledge of the inner workings of a cryptocurrency exchange, high-frequency trading and algorithmic trading Entrepreneurial skills with strategic thinking. A strong sense of responsibility and a high level of integrity Possesses sublime interpersonal, communication, cross-functional collaboration and project management skills Independent, self-motivated and resourceful Life at Luno: Remote but reachable work policy gives you the freedom to choose between working from home or the office. Plus the option to buy and sell up to 5 days leave Improve body and mind, with excellent private medical insurance Access to Learnably and our additional learning platforms for your personal and professional development 6 months primary care-giver leave Paw-ternity leave for your furry friend Annual Inspiration Day in addition to your annual leave which increases based on your length of service! A collaborative, friendly work community, with regular social events and virtual cooking, dancing, drawing and house planting classes hosted by our Lunauts Free lunch and snacks 0 fees up to a certain amount with Luno from the day you start.* *Offer only available on Luno Instant Buy, not Luno Exchange We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.