Head of Client Department – Valencia

Lead Luminary Bank's client engagement strategy and build a world-class client success organization. This leadership role combines strategic thinking with people management to ensure exceptional client experiences and sustainable growth.

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As Head of Client Department at Luminary Bank, you'll lead our client engagement strategy and build the team that delivers exceptional experiences across our client base. This strategic leadership role bridges client needs with product delivery, ensuring we remain customer-centric while scaling our operations.

You'll manage and develop a team of account managers, client success managers, and support leads, creating frameworks for onboarding, engagement, and retention that set new standards in neo banking. Your leadership will directly impact client satisfaction metrics, retention rates, and ultimately, our company's growth trajectory.

This role requires someone who can think strategically about client segments, build scalable processes, and lead teams with empathy and accountability. You'll act as the voice of the customer internally, advocating for client needs while partnering with Sales, Product, and Operations to deliver tailored solutions.

If you're passionate about client success, experienced in building high-performing teams, and ready to shape the client experience at a growing fintech, this is your opportunity.

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Strategic Leadership

Lead the client engagement strategy across assigned segments (e.g., SMB, Enterprise, High Net Worth)
Define success metrics and drive continuous improvement in client satisfaction (NPS, CSAT, churn rates)
Develop client onboarding, success frameworks, and service standards

Team Management & Development

Manage and grow a team of account managers, client success managers, and support leads
Foster a culture of excellence, accountability, and continuous learning
Provide coaching, mentorship, and professional development opportunities

Client Advocacy & Escalation Management

Act as primary escalation point for strategic clients, ensuring swift and effective issue resolution
Serve as the voice of the customer internally, advocating for client needs in strategic discussions
Build strong relationships with key clients and serve as executive sponsor for top accounts

Cross-Functional Partnership

Partner with Sales, Product, Compliance, and Operations to tailor solutions that solve client pain points
Influence product roadmap and strategic development based on client feedback and market needs
Ensure seamless handoffs and collaboration across all client-facing functions

Analytics & Reporting

Develop reporting and analytics frameworks to track client health and commercial impact
Monitor key metrics and implement data-driven improvement initiatives
Present insights and recommendations to executive leadership

What We're Looking For:

5+ years in client management, customer success, or account leadership (fintech or B2B SaaS advantageous)
Strong leadership, coaching, and people development skills
Deep understanding of client lifecycle and retention levers
Excellent communication and cross-functional collaboration abilities
Data-driven mindset with experience in analytics and reporting
Fluency in English and Russian is required

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Apply now

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