About the Opportunity
Job Type: PermanentApplication Deadline: 21 July 2025
We’re proud to have been helping our clients build better financial futures for over 50 years. How have we achieved this? By working together - and supporting each other - all over the world. So, join our [insert name of team/ business area] team and feel like you’re part of something bigger.
Our clients come from all walks of life and so do we. We are proud of our inclusive culture and encourage applications from the widest mix of talent, whatever your age, gender, ethnicity, sexual orientation, gender identity, social background and more.
As a flexible employer, we trust our people to perform their role in the way that works best for them, our clients and our business. We are a disability-friendly company and would welcome a conversation with you if you feel you might benefit from any reasonable adjustments to perform to the best of your ability during the recruitment process and beyond.
About your team
The role holder will work directly with the Business Head and Chair of the Management Board of the FFB Investment Platform. Fidelity’s FFB business consists of our D2C Personal Investing business including our digital advice offering Fidelity Wealth Expert and our B2B2C Advisory business, where we partner with independent financial advisers. With over 300 staff located in Germany and India, the FFB business is a regulated bank and looks after over 650,000 clients and over €40bn in client assets. We have the ambition to grow both businesses with a superior client-oriented and market-leading proposition that will enable end-investors achieve financial wellness as they plan for retirement.
About your role
We have a clear vision for the business and we will only be successful when we relentlessly execute against it. As a senior member of our team, the Head of Customer Success will be working closely with the Head of FFB and the wider management team with the opportunity to shape and execute a comprehensive client success strategy, ensuring client satisfaction, loyalty, and advocacy among our over 650,000 end clients. This role offers the chance to work on exciting projects, lead a talented team, and make a significant impact on our clients' experiences and our company's growth.
As a senior leader within the organization, your key responsibilities include:
1. Develop and execute a comprehensive client success strategy for all FFB end-clients - direct and advised - to ensure effective client engagement, client satisfaction, loyalty, and advocacy driving increased NPS and gross retention rates.
2. Implement customer success strategies based on clear segmentation and associated service levels and tailor success strategies to specific needs.
3. Accountable for the overall end client strategy covering client service, relationship management, distribution management and client management.
4. Own Distribution Management for all end-clients - direct and advised - with targeted measures to achieve sales goals including increased client engagement (e.g. webinars, client events etc.).
5. Collaborate closely with the Head of Client Service and Head of Relationship Management in establishing customer success at all levels resulting in positive commercial outcome for the business.
6. Inspire and create a service culture focusing on client success at all levels in terms of client and market knowledge, energy and professionalism.
7. Lead and drive implementation and adoption of systems and processes to optimise client outcomes.
8. Implement and refine client success metrics and KPIs, using data to drive decisions and improve processes.
9. Influential at executive levels and commercially aware with the ability to articulate value and develop a commercialism strategy for across tiered service levels.
About you
Are you ready to lead a high-performing team dedicated to delivering exceptional client service and driving success in a dynamic, innovative environment?
You are right for the role if you are organised and well-structured with analytical skills and adept at strategy frameworks. You are focused on end-to-end conceptual thinking and project delivery excellence. This is prominent and exposed role with impact on the overall organisation. You are outgoing and have the ability to establish new networks allowing you to be comfortable navigating a fast-paced global organisation and effectively managing ambiguity with confidence to get buy-in. Ideally you will have experience in the financial services industry but we equally appreciate strategy experience from other industries. You will thrive in the role when you have a passion for our investment business that aims at empowering more individuals achieve financial wellness and are able to take the customer perspective. We love what we do and we are looking for collaborative, proactive and outcome-oriented members of our team.
10. You will have an extensive experience in a senior client success role, proven ability to develop and implement best practise in systems and processes.
11. You will have proven ability to develop strategies to manage a broad range of client types and solutions.
12. You will be an inspirational leader that motivates teams to perform at their best with a personal growth mindset and you are able to work under pressure, manage priorities, and drive multiple initiatives simultaneously.
13. Partner with Service and Sales specialists, Marketing and Proposition Management to understand, promote and identify potential client inititaives and cross-sell opportunities delivering commercial client success.
14. Collaborate with product and marketing to provide feedback and support competitor intelligence and develop win strategies.
15. Adept at complex problem-solving and decision-making.
Feel rewarded
For starters, we’ll offer you a comprehensive benefits package. We’ll value your wellbeing and support your development. And we’ll be as flexible as we can about where and when you work – finding a balance that works for all of us. It’s all part of our commitment to making you feel motivated by the work you do and happy to be part of our team.