Join us at the exciting intersection of sports, entertainment, and cryptocurrency as we embark on a transformational journey in our top-tier customer segment. We aim to elevate customer management into a core growth engine for our organization and are seeking an experienced Senior Manager to lead our Engagement & Communication initiatives.

A Day In The Life

Start your day by connecting with your cross-functional team of Customer Support Experts, ensuring they are equipped to deliver top-tier support and service around the clock. Mid-morning, you engage directly with five of your favorite high-net-worth customers through various communication channels, addressing their needs and ensuring they have a world-class experience. You dive into their data, analyzing trends and identifying opportunities for growth and improvement.

By midday, you are strategizing with Sales Operations, sharing insights gathered from customer interactions and market analysis to design targeted sales campaigns. In the afternoon, after consulting with your manager, you implement changes or adjust tactics as necessary.

Later, you plan and organize an exclusive experience at Wimbledon for one of your top clients, collaborating with your team to ensure every detail enhances the brand's commitment to exclusivity and personalization. Your goal is to do it better than we did last year and still spend 15% less! You relish the challenge.

As the day winds down, you review feedback from customers, making immediate adjustments where needed and update Customer Support Executives to follow up if feedback is received after hours. With things set to run while you’re off, it’s time for a cold beer and some down time!

To succeed in this role, you’ll need:

• Demonstrable track record of sales success.
• Experience leading and mentoring a sales team dedicated to top-tier customer service.
• Commercial and financial understanding is needed to structure client deals.
• Proven experience in customer engagement and management, focusing on high-quality, personalized service.
• Excellent communication (oral and written) and interpersonal skills to build strong relationships with high-value clients and team members.
• Experience in hosting and organizing exclusive events for clients.

It’d be great — but not necessary — if you also had:

• Experience in the sports, entertainment, or cryptocurrency industries.
• Proficiency with CRM and sales analysis tools.
• Multilingual abilities.

You will be responsible for:

• Driving revenue growth, customer acquisition, and retention across our top-tier customers.
• Serving as the frontline of communications and service to a large number of high-net-worth customers, both remotely and face-to-face.
• Managing customer expectations, fulfilling requests, and de-escalating or preventing problems.
• Collaborating with Sales Operations to share insights and data from customer interactions and market analysis.
• Designing and executing targeted sales campaigns.
• Providing personalized, responsive, and exceptional service to enhance customer satisfaction and loyalty.
• Leading and mentoring a cross-functional team of Experts who sit within the Customer Support Team.
• Organizing and hosting exclusive, curated global experiences for top-tier clients.
• Allocating retention spend effectively and within budgetary guidelines.

In exchange, we offer:

• A dynamic, collaborative, fun, yet challenging work environment.  
• Attractive salary and benefits.
• Flexible working hours.
• An office located in the heart of Central, Hong Kong. Remote workers will be considered.
• A state-of-the-art entertaining floor, including a fully stocked bar and pantry, gaming  consoles, and a growing library.
• A team of 100+ globally representing over 20 countries — we’re multi-cultural and proud of  it!
• Onsite company gym / yoga studio with showers, changing rooms and free daily classes.
• Expensed weekly team lunches and a monthly entertainment allowance.
• Company events, including Christmas and Summer parties and our much loved beach  BBQs

Where you’ll work:

Based out of five floors of office, gym, yoga studio, and entertainment space in Hong Kong’s  SoHo district, we work with colleagues around the world to shake things up in one of the most exciting places on the internet today — the digital center of sports, entertainment, and cryptocurrency.  

Interested? Reach out to Jack at jack@chaostheory.hk  

We can’t wait to hear from you.