Supervisor, Marketing & Client Experience

📌 Core Information

🔹 Job Title: Supervisor, Marketing & Client Experience

🔹 Company: moomoo (Futu Holdings Limited)

🔹 Location: Kuala Lumpur, Malaysia

🔹 Job Type: Full-Time

🔹 Category: Financial Services

🔹 Date Posted: June 5, 2025

🔹 Experience Level: 5-10 years

🔹 Remote Status: On-site

🚀 Job Overview

Key aspects of this role include:

• Leadership and development of a team to deliver superior client service and brand representation
• Driving business growth and client engagement through effective marketing initiatives and campaign execution
• Overseeing day-to-day operations, risk management, and regulatory compliance in a retail environment
• Collaboration with cross-functional teams to localize and execute outreach initiatives and product activations
• Ensuring operational excellence and continuous improvement in store layout and experience flow

ASSUMPTION: This role requires a balance of leadership, marketing, and operational skills, with a strong focus on client experience and regulatory compliance in the financial services industry.

📋 Key Responsibilities

✅ Lead, coach, and develop a team of client experience staff to deliver superior service and consistent brand representation

✅ Foster a high-performance, customer-first culture through continuous feedback, training, and performance management

✅ Act as the senior point of contact for in-store matters, setting clear goals and ensuring service excellence across all shifts

✅ Drive footfall, engagement, and conversion through effective execution of in-store campaigns, referral programs, and branded experiences

✅ Collaborate with product teams to localize and execute outreach initiatives, investor education sessions, and product activations

✅ Supervise and coordinate branch-level marketing initiatives, ensuring timely distribution of approved marketing materials and alignment with pre-approved messaging

✅ Monitor client engagement activities and provide feedback on campaign effectiveness, ensuring all frontline promotions remain within regulatory guidelines

✅ Serve as the brand ambassador during VIP visits, partnership events, and media opportunities

✅ Oversee the day-to-day operations of the Experience Centre, ensuring all processes, tools, and materials are efficient, accurate, and compliant

✅ Manage staffing, scheduling, inventory, vendor coordination, and facilities to ensure smooth retail and service operations

✅ Monitor customer behavior, traffic trends, and service metrics to continuously improve store layout and experience flow

✅ Develop, implement, maintain, and continuously improve store-level policies, SOPs, service standards, and operational guidelines to ensure consistency, compliance, and operational excellence

✅ Ensure full compliance with local regulatory requirements, including KYC/eKYC, PDPA, CMSA, and SC Malaysia guidelines

✅ Coordinate with Legal, Compliance, and Risk teams to maintain audit-readiness and uphold data privacy and security protocols

✅ Identify and mitigate potential service or operational risks; proactively manage incidents and escalate issues when needed

✅ Undertake special projects or operational tasks as assigned by management to support evolving business priorities

ASSUMPTION: This role requires strong leadership, communication, and organizational skills, with a keen eye for detail and a commitment to regulatory compliance and continuous improvement.

🎯 Required Qualifications

Education: Bachelor’s degree in Business, Finance, Marketing, Communications, or a related field.

Experience: Minimum of 5 years of experience in customer experience, retail, financial services, or fintech, including 3 years in a supervisory or leadership role.

Required Skills:

• Proven experience in launching new retail/branch concepts or customer engagement hubs
• Excellent interpersonal and communication skills; able to engage a diverse customer base and lead a high-performing team
• Fluent in English, Bahasa Malaysia, and Chinese (Mandarin/Cantonese) — both spoken and written
• Solid understanding of investment products, online trading platforms, or fintech ecosystems
• Familiarity with regulatory standards by the Securities Commission Malaysia and Bursa Malaysia is a strong advantage

Preferred Skills:

• Holding a CMSRL license (Dealing in Securities, Module 6 & 7) or willingness to obtain one
• Experience in passing the Computerised Unit Trust Examination

ASSUMPTION: Candidates with relevant industry experience, strong leadership skills, and a solid understanding of investment products and regulatory requirements will be well-suited for this role.

💰 Compensation & Benefits

Salary Range: Based on industry standards for a supervisory role in the financial services sector in Kuala Lumpur, the estimated salary range for this position is RM 80,000 - RM 120,000 per annum. This range takes into account the candidate's experience level, the company's size, and the location.

Benefits:

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

Working Hours: Full-time position with a standard workweek of 40 hours, including the possibility of working weekends or public holidays as per operational needs.

ASSUMPTION: The salary range provided is an estimate based on market research 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 through its one-stop digital platforms, Futubull and moomoo.

Company Size: Futu Holdings Limited has 1,001-5,000 employees globally, with a presence across Hong Kong, Singapore, the U.S., Australia, Canada, Japan, Malaysia, and New Zealand.

Founded: The company was founded in 2012 and is headquartered in Hong Kong.

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:

• Online trading platforms
• Investment products
• Fintech ecosystems
• Regulatory compliance
• Customer experience

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

ASSUMPTION: Futu Holdings Limited is a well-established fintech company with a strong global presence and a commitment to transforming the investing experience for its users.

📊 Role Analysis

Career Level: This role is a supervisory position, requiring a balance of leadership, marketing, and operational skills to drive business growth and client engagement in a retail environment.

Reporting Structure: The Supervisor, Marketing & Client Experience will report directly to the Branch Manager or a relevant senior manager within the organization.

Work Arrangement: This is an on-site role, requiring the supervisor to be present at the Kuala Lumpur Experience Centre to oversee day-to-day operations and manage the team.

Growth Opportunities:

• Progression to a managerial or senior supervisory role within the organization
• Expanding skills and knowledge in the financial services and fintech industries
• Gaining experience in a dynamic and growing company with a global presence

ASSUMPTION: This role offers opportunities for career growth and development within the organization, as well as the chance to gain valuable experience in the financial services and fintech industries.

🌍 Location & Work Environment

Office Type: The Kuala Lumpur Experience Centre is a retail space designed to provide clients with an engaging and interactive investment experience.

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 cultural hub, with a diverse economy driven by finance, retail, and tourism
• Kuala Lumpur offers a mix of modern urban living and traditional Malaysian culture, with numerous attractions, shopping centers, and dining options

Work Schedule: The work schedule for this role will be determined based on the operational needs of the Experience Centre, with the possibility of working weekends or public holidays as required.

ASSUMPTION: The Kuala Lumpur Experience Centre offers a dynamic and engaging work environment, with the opportunity to interact with clients and contribute to the growth of the business.

💼 Interview & Application Insights

Typical Process:

• Online application submission
• Phone or video screening
• In-person or virtual interview with the hiring manager and/or team members
• Background check and reference verification
• Job offer and onboarding

Key Assessment Areas:

• Leadership and team management skills
• Marketing and campaign execution experience
• Operational management and risk assessment abilities
• Regulatory compliance knowledge
• Communication and interpersonal skills

Application Tips:

• Tailor your resume to highlight relevant experience and skills, with a focus on leadership, marketing, and operational management
• Prepare for behavioral interview questions that focus on your experience in leading teams, executing marketing campaigns, and managing operational risks
• Research the company and the role to demonstrate your understanding of the business and your enthusiasm for the opportunity

ATS Keywords: Team Leadership, Marketing, Client Experience, Retail Management, Operational Management, Risk Management, Regulatory Compliance, Campaign Execution, Client Engagement, Performance Management, Investment Products, Fintech Ecosystems

ASSUMPTION: The interview process for this role will focus on assessing the candidate's leadership, marketing, and operational management skills, as well as their understanding of the financial services industry and regulatory requirements.

🛠️ Tools & Technologies

• Online trading platforms (e.g., moomoo, Futubull)
• Customer relationship management (CRM) software
• Marketing automation tools
• Operational management software
• Regulatory compliance software

ASSUMPTION: The specific tools and technologies used in this role will depend on the organization's internal systems and processes, as well as the candidate's relevant experience and expertise.

👔 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:

• Collaborative and team-oriented
• Dynamic and fast-paced
• Focused on continuous learning and improvement

Self-Assessment Questions:

• Do you share Futu's commitment to making investing easier and more accessible for all?
• Are you comfortable working in a dynamic and fast-paced environment, with a focus on continuous learning and improvement?
• Do you thrive in a collaborative and team-oriented work environment, with a strong focus on customer experience and regulatory compliance?

ASSUMPTION: Candidates who align with Futu's company values and work style will be well-suited for this role and the company's culture.

⚠️ Potential Challenges

• Managing a diverse team with varying levels of experience and skills
• Balancing the demands of marketing, operational management, and regulatory compliance in a retail environment
• Adapting to a dynamic and fast-paced work environment, with a focus on continuous learning and improvement
• Ensuring full compliance with local regulatory requirements and data privacy standards

ASSUMPTION: These challenges can be overcome through strong leadership, effective communication, and a commitment to continuous learning and improvement.

📈 Similar Roles Comparison

• This role is similar to other supervisory or management positions in the financial services and fintech industries, with a focus on client experience, marketing, and operational management
• However, this role is unique in its focus on the retail environment and the need to balance marketing, operational management, and regulatory compliance
• Career progression in this role may involve moving into a managerial or senior supervisory position within the organization, with the opportunity to gain experience in a dynamic and growing company with a global presence

ASSUMPTION: This role offers a unique opportunity to gain experience in the financial services and fintech industries, with a focus on the retail environment and the need to balance marketing, operational management, and regulatory compliance.

📝 Sample Projects

• Developing and executing a marketing campaign to drive footfall and engagement in the Kuala Lumpur Experience Centre
• Implementing a new operational management system to improve efficiency and accuracy in the retail environment
• Conducting a risk assessment and implementing measures to mitigate potential service or operational risks

ASSUMPTION: These sample projects are intended to illustrate the types of tasks and responsibilities associated with this role, rather than representing a comprehensive list of potential projects.

❓ Key Questions to Ask During Interview

• Can you describe the team structure and dynamics within the Kuala Lumpur Experience Centre?
• How does this role contribute to the overall growth and success of the company?
• What are the key priorities for this role in the first 90 days?
• How does the company support the professional development and growth of its employees?
• What are the most challenging aspects of this role, and how can I best prepare to succeed in them?

ASSUMPTION: These questions are intended to help the candidate better understand the role, the team, and the company, as well as to demonstrate their interest and enthusiasm for the opportunity.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through the application link
• Tailor your resume to highlight relevant experience and skills, with a focus on leadership, marketing, and operational management
• Prepare for behavioral interview questions that focus on your experience in leading teams, executing marketing campaigns, and managing operational risks
• Research the company and the role to demonstrate your understanding of the business and your enthusiasm for the opportunity
• Follow up with the hiring manager or HR representative within one week of submitting your application to confirm receipt and express your interest in the role

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