Client Relationship Manager Team Lead

1 week ago

Tallinn, Harjumaa, Estonia Wallester Full time €60,000 - €80,000 per year
About the roleKey Responsibilities
  • Lead, mentor, and support the CRM team, including performance evaluation and conflict resolution
  • Conduct regular 1:1 meetings and team-wide syncs to ensure alignment and progress
  • Plan and assign team goals, monitor KPIs, and ensure timely task execution
  • Analyze client data and team performance metrics to identify trends and improvement areas
  • Own the recruitment, onboarding, and training process for new team members
  • Collaborate with cross-functional teams (e.g., Operations, Finance, Legal, IT) to streamline client servicing processes
  • Ensure internal procedures are documented, maintained, and followed
  • Handle escalated client issues and manage sensitive communication when needed
  • Monitor compliance in client communication and internal workflows
  • Oversee the processing and approval of high-priority operational tasks
  • Represent the CRM team in management and cross-department meetings
  • Initiate and drive improvements in client management tools and workflows
  • Ensure effective case handling via internal systems (task boards, admin panels, etc.)
  • Maintain team scheduling, including backup coverage planning
  • Support financial tasks like reporting, bonus calculation, and payroll inputs for the team
Requirements
  • Proven experience leading a CRM, Customer Success, or Client Support team—ideally within fintech, SaaS, or B2B services
  • Strong understanding of CRM systems, onboarding processes, and operational management (experience with Wallester or similar platforms is a significant plus)
  • A solid track record in team leadership, including hiring, mentoring, and conducting performance reviews
  • Experience working cross-functionally with departments such as Finance, AML, Legal, IT, and Marketing
  • Fluency in English with excellent verbal and written communication skills
  • Confidence in using task management platforms, CRM tools, and cloud-based documentation systems to manage workflows and ensure process efficiency
  • Hands-on experience handling escalations, managing high-risk clients, and navigating compliance-related communication
  • Ability to prepare reports and audits, document internal processes, and contribute to both short- and long-term strategic planning
What We Offer
  • A leadership role with a tangible impact in a rapidly growing fintech company
  • Medical Insurance upon the completion of probational period
  • Collaborative, innovative work environment with a global client base
  • Competitive salary
  • The chance to work as part of a highly motivated and talented team
  • Development and career opportunities
  • Supportive and caring Leadership
  • A modern office in the center of Tallinn
  • Fresh fruit, sweets, drinks, and treats
  • Sports compensation
  • Great Team events
  • Free parking in the center of Tallinn

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