Senior Manager, Global Sales & Service Excellence

Senior Manager, Global Sales & Service Excellence – Indonesia

The Senior Manager, Global Sales & Service Excellence is a strategic leadership role responsible for driving both revenue performance and world-class customer experience across Indonesia while supporting global operations. This position combines high-impact sales leadership with operational oversight of customer service functions, ensuring that acquisition, activation, retention, and support are seamlessly connected. The role requires an experienced leader with strong commercial acumen, deep understanding of the forex/CFD landscape, and the ability to guide multi-regional teams toward ambitious performance goals. Success in this position depends on leveraging data-driven insights, shaping sales strategies, delivering service excellence, optimizing operational processes, and fostering a culture centered on customer outcomes. Cross-functional collaboration is critical, as the role works closely with Product, Marketing, IT, Compliance, and global leadership teams. Through influential leadership, the Senior Manager will drive business growth, ensure regulatory alignment, and enhance client satisfaction across all markets served.

Responsibilities

Global Sales

• Lead multi-regional sales teams to achieve revenue, activation, and retention targets. 
• Develop and execute strategic sales plans for market expansion and client acquisition.
• Oversee Activation, Retention, and HNW Relationship Management teams. 
• Use data insights to optimize sales strategies and identify growth opportunities. 
• Align sales initiatives with Marketing to ensure cohesive campaigns and messaging.
• Ensure compliance with regulatory and internal risk standards. 
• Track KPIs including conversion, retention, reactivation, deposits, and client tier movement.

Service Excellence

• Lead customer service operations and ensure high-quality support delivery. 
• Oversee Customer Support, Escalations, QA, Knowledge Management, and Virtual Assistant functions.
• Ensure SLA compliance across all channels and improve FCR, CSAT, and NPS.
• Drive digital-first service strategies including automation and AI solutions. 
• Collaborate with cross-functional teams to address client pain points and optimize experiences. 

Strategic & Cross-Functional Leadership

• Align global sales and service excellence strategies to business priorities. 
• Mentor future leaders and strengthen team capabilities across functions. 
• Represent Sales & Service Excellence in executive forums and provide strategic recommendations. 

Requirements

Essential

• University degree in Business, Finance, Economics, or related field. 
• Proven leadership experience in sales and service roles within a regulated forex/CFD brokerage. 
• Fluency in Bahasa Indonesia and English. 
• Deep understanding of forex trading, currency markets, and macroeconomics.
• Experience managing multi-regional teams with strong results in revenue and client satisfaction.
• Strong analytical skills for interpreting market and client data.
• Excellent interpersonal, communication, and stakeholder management abilities. 
• Experience driving digital transformation (CRM, automation, AI tools). 
• Knowledge of global regulatory and compliance frameworks. 

Desirable

• Knowledge of MetaTrader platforms.
• Experience with Creatio CRM. 
• Background in implementing AI-driven solutions across sales or service functions