Senior Executive, Marketing & Client Experience

📌 Core Information

🔹 Job Title: Senior Executive, Marketing & Client Experience

🔹 Company: moomoo

🔹 Location: Kuala Lumpur, 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:

• Delivering high-touch, face-to-face service to clients, guiding them through onboarding, app features, and account-related processes.
• Supporting marketing initiatives and managing daily operational upkeep of the client experience center.
• Acting as a shift leader and supporting team supervision in the absence of the Client Experience Lead.
• Handling escalations, feedback collection, and issue resolution in collaboration with internal teams.

ASSUMPTION: This role requires strong interpersonal skills, patience, and the ability to multitask in a fast-paced environment. It is ideal for candidates who enjoy working with people and thrive in a dynamic, customer-facing setting.

📋 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 adaptability, as responsibilities may vary depending on client needs, marketing campaigns, and business priorities.

🎯 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.
• 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 or licenses may have an advantage in this role, as they demonstrate a higher level of commitment and expertise in the field.

💰 Compensation & Benefits

Salary Range: The salary range for this role is estimated to be between RM 5,000 and RM 7,000 per month, based on industry standards for similar roles in Kuala Lumpur. This estimate takes into account the candidate's experience level and the company's size.

Benefits:

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

Working Hours: The standard working hours for this role are 40 hours per week, with the possibility of working weekends and public holidays when required.

ASSUMPTION: The salary range provided is an estimate and may vary depending on the candidate's qualifications, experience, and performance during the interview process.

📌 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, a subsidiary of Futu Holdings Limited, has 828 employees, making it a mid-sized company. This size allows for a more personal work environment and opportunities for growth.

Founded: Futu Holdings Limited was founded in 2012, with moomoo launching in 2014. The company has since grown to serve over 26 million users across multiple global markets.

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, enabling everyone to become a better investor on the go.
• Futu's mission is to make investing easier and not alone, empowering investors of all levels to confidently navigate the market with essential tools and data to achieve their financial goals.

Company Specialties:

• Digital investing platforms
• Stock trading and online brokerage services
• Client experience and education
• Regulatory compliance

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

ASSUMPTION: Futu Holdings Limited's focus on innovation, user experience, and financial education makes it an attractive employer for candidates seeking a dynamic and growth-oriented work environment.

📊 Role Analysis

Career Level: This role is at the senior executive level, requiring a combination of strategic thinking, leadership, and operational excellence.

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

Work Arrangement: This role is on-site, with the possibility of working weekends and public holidays when required. The work arrangement may vary depending on business needs and client demands.

Growth Opportunities:

• Progression to a Client Experience Lead or management role within the client experience team.
• Expansion into other areas of the business, such as marketing, compliance, or customer service, based on the candidate's interests and skills.
• Opportunities to work on special projects or initiatives, allowing for professional development and growth.

ASSUMPTION: Candidates with strong leadership skills, a strategic mindset, and a willingness to learn and adapt will have the best opportunities for growth in this role.

🌍 Location & Work Environment

Office Type: The client experience center is a physical office space designed to provide a welcoming and engaging environment for clients.

Office Location(s): 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 economic hub, with a diverse and multicultural population.
• Kuala Lumpur offers a mix of modern urban living and traditional cultural experiences, with numerous attractions, shopping centers, and dining options.

Work Schedule: The work schedule for this role is primarily daytime hours, with the possibility of working weekends and public holidays when required. The work schedule may vary depending on business needs and client demands.

ASSUMPTION: Candidates who enjoy working in a dynamic, multicultural environment and thrive in a fast-paced, customer-facing setting will find the work environment at moomoo's client experience center to be engaging and rewarding.

💼 Interview & Application Insights

Typical Process:

• Online application submission
• Phone or video screening
• In-person or virtual interview with the Client Experience Lead and/or other team members
• Background check and reference verification
• Job offer

Key Assessment Areas:

• Customer service and communication skills
• Problem-solving and issue resolution abilities
• Adaptability and multitasking skills
• Leadership and teamwork capabilities
• Knowledge of digital investing, stock trading, or online brokerage platforms

Application Tips:

• Highlight relevant experience in customer-facing roles, event support, or VIP handling in your resume.
• Demonstrate your familiarity with digital investing, stock trading, or online brokerage platforms in your cover letter.
• Prepare examples of how you have handled escalations, feedback collection, or issue resolution in previous roles.

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

ASSUMPTION: The application process for this role may be competitive, as moomoo is a well-regarded employer in the fintech industry. Candidates should tailor their application materials to highlight their relevant skills and experiences.

🛠️ Tools & Technologies

• moomoo mobile app
• Futubull web platform
• Demo devices (tablets, smartphones)
• Brochures and promotional materials
• Inventory management software
• Customer relationship management (CRM) software

ASSUMPTION: Candidates should be comfortable using various tools and technologies to provide excellent client service and support marketing initiatives.

👔 Cultural Fit Considerations

Company Values:

• Make investing easier and not alone
• Empower investors of all levels
• Build a world where smarter investing is within reach for all

Work Style:

• Customer-centric
• Collaborative and team-oriented
• Adaptable and innovative
• Data-driven and analytical

Self-Assessment Questions:

• Do you enjoy working with people and thrive in a dynamic, customer-facing setting?
• Are you comfortable working in a fast-paced environment and multitasking?
• Do you have strong leadership skills and the ability to resolve issues independently?
• Are you passionate about financial education and empowering investors?

ASSUMPTION: Candidates who align with moomoo's company values and work style will be the best fit for this role and have the greatest opportunity for success.

⚠️ Potential Challenges

• Managing high client volumes during peak periods, such as market fluctuations or new feature launches.
• Adapting to changes in regulatory standards or compliance requirements.
• Balancing the demands of client service, marketing initiatives, and operational upkeep.
• Working weekends and public holidays when required.

ASSUMPTION: Candidates should be aware of the potential challenges associated with this role and be prepared to adapt and thrive in a dynamic work environment.

📈 Similar Roles Comparison

• This role is similar to a Senior Client Experience Associate or a Senior Customer Service Representative in the financial services or fintech industries.
• However, this role is unique in its focus on marketing initiatives and event support, as well as the requirement for strong leadership and team supervision skills.
• Career progression in this role may lead to management positions within the client experience team or other areas of the business, such as marketing or compliance.

ASSUMPTION: Candidates should research similar roles in the industry to better understand the unique aspects of this position and how it compares to other opportunities.

📝 Sample Projects

• Planning and executing a client education event, including coordinating with internal teams, preparing materials, and managing client attendance.
• Developing and implementing a new client onboarding process to improve client satisfaction and reduce time-to-market.
• Conducting a client feedback analysis to identify trends, make data-driven recommendations, and improve client experience initiatives.

ASSUMPTION: Candidates should be prepared to discuss their experience with similar projects and how they have contributed to the success of previous employers.

❓ Key Questions to Ask During Interview

• Can you describe a typical day in this role and how it may vary depending on business needs or client demands?
• How does this role support the overall marketing and client experience strategy at moomoo?
• What opportunities are there for professional development and growth within the client experience team or other areas of the business?
• How does moomoo ensure that its client experience centers maintain a consistent brand and high level of service across different locations?
• What is the company's approach to work-life balance, and how does it support employees in achieving this?

ASSUMPTION: Candidates should prepare thoughtful questions that demonstrate their interest in the role and the company, as well as their eagerness to contribute to its success.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Highlight your relevant experience in customer-facing roles, event support, or VIP handling in your resume.
• Demonstrate your familiarity with digital investing, stock trading, or online brokerage platforms in your cover letter.
• Prepare examples of how you have handled escalations, feedback collection, or issue resolution in previous roles.
• 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.