Crowdcube

Investor Experience Manager (French Speaking)

We are looking for a Customer Success Executive to join our growing international Client Operations team. There is huge potential to progress quickly into a managerial position.

Do you have a genuine passion for creating an incredible client experience? Are you interested in the world of start-ups, investments and improving the lives of entrepreneurs and innovative businesses? Are you a passionate learner, who is excited to join a young and dynamic team that every day works with retail investors who are supporting entrepreneurs? If you resonate with our values – this could be the right role for you!

We are looking for an Investor Experience Manager with French and English language skills to join our growing international Client Operations team. This will be a challenging and rewarding role that offers an experienced Success Manager an incredible place to further develop their skills in the world of Investor Operations.

Your team will be the first point of contact for investors all over the UK, France, Spain, the Nordics and beyond. You’ll show a high level of empathy when resolving investor queries, and be excited to contribute to improving the investor experience with Crowdcube.

We are looking for someone who has great language skills and is fluent in French and English.

Who we are:

As a leading European retail investment marketplace, Crowdcube raises finance for Europe's hottest high-growth businesses by giving investors the opportunity to back businesses they believe in. Having amassed an investor community of over 1 million people, which has funded over 1,000 businesses, Crowdcube was named the most active investor in private equity in 2020.

Crowdcube was inspired by an unshakable belief in entrepreneurs that dream big, push at the edges and want to make a difference. Our mission is to democratise investment, helping to fuel the next generation of business who want to leave a mark on the world.

Since founding in 2011, we’ve successfully funded over 1,000 campaigns with brands from across the globe, such as Monzo, Brewdog, Grind, Cowboy, Mintos and what3words.

Day to day you will:

  • Manage a small, young and dynamic team that is responsible for engaging with, and delighting, Crowdcube’s investors

  • Ensure that the team hit SLAs for resolving queries

  • ustomers are provided with a first class, professional and understanding customer service

  • Provide all types of investor services for investors on Crowdcube - for example:

  • Address all queries investors may raise during their investment journey

  • Address investor queries, including post-funding queries that relate to investment, transfers, Tax Relief and other corporate actions

  • Empathise and problem-solve with different types of customers each day

Work with and support the Client Experience and Investor Operations teams to improve the Crowdcube investor offering including:

  • Provide reports on team performance to be reviewed periodically

  • Challenge the improvements to investor product features

  • Work with the relevant product teams to identify and contribute to implementing internal process improvements

  • Find new ways to delight Crowdcube customers each day

  • Improve the speed and efficiency of dealing with investor queries

You must have:

  • At least 3 years of experience in a similar role within a fintech company

  • Have great language skills and be fluent in English and French (this is essential for the role)

  • Previous management experience

  • Experience within an Investment firm that operates in a similar field to Crowdcube

Ideally you will:

  • Prior experience using an online customer service software

  • Previous experience managing a team to reach individual and company goals including OKRs and KPIs

  • Ability to communicate complex issues in a clear way

  • An organised and enthusiastic approach to answering investor queries and making a real difference to the experience investors have with Crowdcube

  • Understand changing demands of crossborder investors and find effective ways to communicate with international audiences

  • Have meticulous attention to detail

  • Adaptability in the face of changing and short-notice deadlines

  • Proven knowledge of MS Office and/or Google Apps for work.

What we are offering:

We like to nurture talent and ensure members of our team develop and hone their skills through training, attending conferences and subscriptions to online courses. We’re passionate and hard-working, and we take care of our team:

  • up to £30,000 DOE

  • Participation in the employee share option plan (subject to the prevailing company policy at the time)

  • 25 days holiday + bank holidays + holiday for tenure

  • Pension Scheme at 4% matched (UK Residents Only)

  • Private Medical Scheme with AXA including dental and optical cash plans (UK Residents Only)

  • Access to Plumm, a mental health platform

  • Life Assurance Scheme (UK Residents Only)

  • Access to Sunlight - a learning & development platform with a £1000 training and wellness budget per year

  • Cycle to Work Scheme (UK Residents Only)

  • Weekly demos to show what we're working on, monthly team meetings

  • Company perks such as fruit, snacks, fitness classes and weekly office beers

  • Company outings and activities (previous fun included a trip to a gin distillery, karaoke, charity football match, Square Mile Relay, bowling and a day at River Cottage)

    **benefits to be confirmed depending on location - please ask for more information**

Our interview process typically consists of an initial phone screen, an interview with the hiring manager and a task, followed by a final interview with other members of the team. There aren't any trick questions and the task will typically be based on a real scenario the team have worked on.

Our policy is to employ the best-qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate against any person because of gender, race, ethnicity, age, sexual orientation, religion, belief or disability.

We are a flexible workplace. Cuber Choice enables Cubers and future Cubers to do their best work, in whatever way is best for them and the business. We commit to treating all employees equally, whether they are home or office-based. We do not reward presenteeism but focus on impact. Employees may choose a different work schedule to meet personal or family needs. This includes early finishes, late starts, selecting your own working hours, and you may also choose to split your time between home and office.