Senior Executive, Marketing & Client Experience

📌 Core Information

🔹 Job Title: Senior Executive, Marketing & Client Experience

🔹 Company: moomoo

🔹 Location: Kuala Lumpur, Malaysia

🔹 Job Type: Full-time

🔹 Category: Financial Services

🔹 Date Posted: June 5, 2025

🔹 Experience Level: 2-5 years

🔹 Remote Status: On-site

🚀 Job Overview

Key aspects of this role include:

• Providing high-touch, face-to-face service to clients
• Guiding clients through onboarding, app features, and account processes
• Supporting marketing initiatives and event coordination
• Managing daily operational tasks and inventory
• Acting as a shift leader and supporting team supervision
• Handling escalations and issue resolution

ASSUMPTION: This role requires strong interpersonal skills, patience, and the ability to multitask in a fast-paced environment. It also involves working weekends and public holidays as needed.

📋 Key Responsibilities

✅ Deliver high-touch, face-to-face service to walk-in clients, guiding them through onboarding, app features, and account-related processes.

✅ Conduct in-person tutorials and assist with product or platform-related queries, ensuring adherence to SC Malaysia’s KYC standards.

✅ Support marketing initiatives by distributing approved marketing collaterals, guiding clients on how to access promotions, and encouraging app engagement based on pre-approved messaging by compliance and marketing teams.

✅ Support daily operational upkeep, including visual merchandising, cleanliness, and brand alignment of the centre.

✅ Manage and monitor inventory of demo devices, brochures, and promotional items.

✅ Act as shift leader in the absence of the Client Experience Lead and support team supervision.

✅ Handle escalations, feedback collection, and issue resolution in collaboration with internal teams (Compliance, Customer Service, Client Relations, etc.).

✅ Coordinate with relevant teams on events, new feature launches, or client education initiatives.

✅ Take ownership of specific projects such as VIP client engagement or training sessions.

✅ Undertake ad-hoc tasks or special projects as assigned by management to support business needs.

ASSUMPTION: This role requires a high level of customer service, problem-solving, and adaptability to various client needs and situations.

🎯 Required Qualifications

Education: Degree in Business, Finance, Marketing, or related disciplines.

Experience: 2-4 years of relevant experience in a customer-facing role, preferably within financial services, fintech, or premium retail.

Required Skills:

• Familiarity with digital investing, stock trading, or online brokerage platforms.
• Familiarity with regulatory standards by the Securities Commission Malaysia or Bursa Malaysia is a strong advantage.
• Demonstrated ability to lead by example, resolve issues independently, and train others.
• Experience with event support, VIP handling, or campaign coordination is a plus.
• Fluent in English, Bahasa Malaysia, and Chinese (Mandarin/Cantonese).
• Able to work weekends and public holidays when required.

Preferred Skills:

• CMSRL holder - Dealing in Securities, Module 6 & 7
• Unit Trust Consultant - Computerised Unit Trust Examination

ASSUMPTION: Candidates with relevant certifications and experience in the financial services industry will have an advantage in this role.

💰 Compensation & Benefits

Salary Range: The salary range for this role is estimated to be between RM 5,000 - RM 7,000 per month, based on industry standards for similar roles in Kuala Lumpur. This estimate is subject to change based on the candidate's qualifications and experience.

Benefits:

• Competitive compensation & benefits.
• Fun loving and diverse work environment.

Working Hours: This role requires working 40 hours per week, with the possibility of working weekends and public holidays as needed.

ASSUMPTION: The salary range provided is an estimate based on industry standards and may vary depending on the candidate's qualifications and experience.

📌 Applicant Insights

🔍 Company Context

Industry: Futu Holdings Limited operates in the financial services industry, focusing on transforming the investing experience for investors worldwide.

Company Size: moomoo is part of Futu Holdings Limited, which has 1,001-5,000 employees globally. This size allows for a diverse work environment and opportunities for growth.

Founded: Futu Holdings Limited was founded in 2012 and has since grown to serve over 26 million users across Hong Kong, Singapore, the U.S., Australia, Canada, Japan, Malaysia, and New Zealand.

Company Description:

• Futu Holdings Limited is a leading fintech company committed to transforming the investing experience for investors worldwide.
• The company serves over 26 million users through its one-stop digital platforms, Futubull and moomoo.
• Futu's mission is to make investing easier and not alone, empowering investors of all levels to confidently navigate the market.

Company Specialties:

• Digital investing platforms
• Stock trading
• Online brokerage services
• Client experience and education

Company Website: https://www.futuholdings.com/en-us/

ASSUMPTION: Futu Holdings Limited is committed to innovation and continuous improvement in the financial services industry.

📊 Role Analysis

Career Level: This role is suitable for candidates with 2-5 years of experience in a customer-facing role, seeking to grow their career in the financial services industry.

Reporting Structure: The Senior Executive will report directly to the Client Experience Lead and work closely with various internal teams, such as Compliance, Customer Service, and Client Relations.

Work Arrangement: This role requires working on-site at the moomoo centre in Kuala Lumpur, with the possibility of working weekends and public holidays as needed.

Growth Opportunities:

• Advancement to a leadership role within the Client Experience team.
• Expansion into other areas of the business, such as marketing, compliance, or customer service.
• Opportunities to work on special projects or initiatives that drive business growth.

ASSUMPTION: This role offers opportunities for career growth and development within the company, as well as the chance to work on high-impact projects that drive business success.

🌍 Location & Work Environment

Office Type: The moomoo centre in Kuala Lumpur is a modern, customer-facing office designed to provide a high-touch client experience.

Office Location(s): The moomoo centre is located in Kuala Lumpur, Malaysia.

Geographic Context:

• Kuala Lumpur is the capital and largest city of Malaysia, with a population of approximately 1.8 million people.
• The city is a major commercial and financial hub in Southeast Asia, with a thriving financial services industry.
• Kuala Lumpur offers a diverse cultural scene, with a mix of modern and traditional influences.

Work Schedule: This role requires working 40 hours per week, with the possibility of working weekends and public holidays as needed. The work schedule may vary depending on business needs and client demand.

ASSUMPTION: The work environment at the moomoo centre in Kuala Lumpur is dynamic, fast-paced, and customer-focused, with a strong emphasis on providing exceptional client service.

💼 Interview & Application Insights

Typical Process:

• Online application submission
• Phone or video screening
• In-person or video interview with the hiring manager
• Final round interview with senior leadership
• Background check and offer extension

Key Assessment Areas:

• Customer service skills and experience
• Problem-solving abilities
• Adaptability and flexibility
• Communication and interpersonal skills
• Familiarity with digital investing and regulatory standards

Application Tips:

• Highlight relevant customer service experience and any experience working in the financial services industry.
• Tailor your resume to emphasize skills and experiences that match the required qualifications for this role.
• Prepare for behavioral interview questions that focus on customer service scenarios and problem-solving.
• Research the company and its digital investing platforms to demonstrate your familiarity with the business.

ATS Keywords: Client Experience, Marketing, Customer Service, KYC Standards, Digital Investing, Stock Trading, Event Coordination, Issue Resolution, Team Supervision, Inventory Management, Product Knowledge, Communication Skills, Problem Solving, Training, Visual Merchandising, Promotions

ASSUMPTION: The application process for this role may vary depending on the volume of applicants and the company's hiring needs at the time of application.

🛠️ Tools & Technologies

• moomoo digital investing platform
• Futubull digital investing platform
• Customer relationship management (CRM) software
• Inventory management software
• Marketing automation tools

ASSUMPTION: The tools and technologies required for this role may vary depending on the company's specific needs and the candidate's areas of expertise.

👔 Cultural Fit Considerations

Company Values:

• Make investing easier and not alone
• Empower investors of all levels
• Continuous innovation and improvement

Work Style:

• Customer-focused
• Collaborative and team-oriented
• Adaptable and flexible
• Results-driven

Self-Assessment Questions:

• Do you have a passion for providing exceptional customer service and helping others succeed?
• Are you comfortable working in a fast-paced, dynamic environment with varying client needs?
• Do you thrive in a collaborative work environment and enjoy working with diverse teams?

ASSUMPTION: Candidates who align with the company's values and work style will be a strong fit for this role and the company's culture.

⚠️ Potential Challenges

• Managing high client volumes during peak periods
• Handling difficult or upset clients and resolving complex issues
• Adapting to changes in business needs and priorities
• Working weekends and public holidays as needed
• Keeping up with regulatory changes and updates in the financial services industry

ASSUMPTION: These challenges can be overcome with strong problem-solving skills, adaptability, and a commitment to providing exceptional client service.

📈 Similar Roles Comparison

• This role is similar to a Customer Service Representative or Client Experience Specialist in the financial services industry.
• However, this role has a stronger focus on marketing initiatives, event coordination, and inventory management.
• Career progression in this role may lead to leadership or management positions within the Client Experience team or other areas of the business.

ASSUMPTION: This role offers unique opportunities for career growth and development within the company, as well as the chance to work on high-impact projects that drive business success.

📝 Sample Projects

• Planning and executing a client education event on digital investing
• Developing and implementing a new client onboarding process
• Managing a marketing campaign to promote a new feature on the moomoo platform
• Conducting a client satisfaction survey and analyzing the results to inform business improvements

ASSUMPTION: These sample projects are designed to give candidates an idea of the types of initiatives they may work on in this role, but the specific projects may vary depending on business needs and priorities.

❓ Key Questions to Ask During Interview

• Can you describe a typical day in this role?
• How does this role support the company's mission to make investing easier and not alone?
• What are the most challenging aspects of this role, and how can I prepare to succeed in them?
• How does this role collaborate with other teams within the company, such as Compliance or Marketing?
• What opportunities are there for career growth and development within the company?

ASSUMPTION: Asking thoughtful questions during the interview process demonstrates your interest in the role and your commitment to understanding the company's culture and priorities.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Tailor your resume to highlight relevant customer service experience and any experience working in the financial services industry.
• Prepare for behavioral interview questions that focus on customer service scenarios and problem-solving.
• Research the company and its digital investing platforms to demonstrate your familiarity with the business.
• Follow up with the hiring manager one week after submitting your application to express your continued interest in the role.

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.