About us:

Luno is the crypto investment app you can rely on, enabling you to buy, store and explore crypto securely. We’re committed to putting the power of cryptocurrency in everyone's hands sensibly and responsibly.

Since 2013, we’ve helped millions of people around the world invest safely in crypto. We do this by cutting through the hype and supporting customers at every step of the way. All products and cryptocurrencies on our platform must first meet stringent legal, risk and technical security standards. 

Transparency is key for us. Luno stores all crypto on a 1:1 basis and we have rigorous processes in place so you can be confident your investment is secure. We’re available in more than 40 countries around the world and we work closely with respective regulators in all of these markets to be fully compliant, as we believe this is the best way to help everyone, everywhere, invest safely.

The role in a nutshell:

Supporting Luno’s strategic value of being a customer-first business, this is a fantastic opportunity to work closely with our most valued and loyal customers. In this font-facing role, you will use various data points and key insights to develop, retain and monitor our high-value customer base. You will be expected to actively manage a portfolio of customers while maintaining the highest standard of customer service and also build a network within the cryptocurrency industry.

Leveraging your excellent communication and influencing skills; your ability to develop sustainable and meaningful relationships with high-value customers and business owners; and present information with the aim to provide them with a seamless Luno experience. You will work cross-functionally to ensure that the needs of these customers are met, resulting in consistent volumes of trades. 

All in all, this is the perfect role for the person who loves to walk the extra mile for customers.

Your mission will be:

• Build and maintain strong relationships with existing clients, understanding their needs and providing tailored solutions to meet their business objectives
• Manage a portfolio of clients, ensuring their satisfaction and maximizing revenue potential
• Collaborate with internal teams (e.g., product, marketing, operations) to ensure seamless client experience and support
• Identify, qualify, and nurture potential clients through various channels, including networking, cold calling, email campaigns, and social media
• Win back lost VIP customers, understand the pain points that made them leave and create a customer-specific pitch to win them back
• Leverage happy customers as ambassadors and referrers and explore customised program for them
• Assist with the onboarding of new business customers with a focus on retention and ongoing support

A little about you:

• Expertise in relationship management, preferably in Private Banking/Wealth Management
• Good knowledge of the inner workings of a cryptocurrency exchange plus understanding and practical experience with trading and investing
• Passion for and strong interest in a sensible approach to crypto and becoming one of the leading subject matter experts in the field
• Possesses sublime interpersonal, communication, cross-functional collaboration and project management skill
• Team Work: They support others and show respect and positive regard for them in social situations. Puts people first, working effectively with individuals and teams and customers.
• Analytical Thinking: Provides evidence of clear analytical thinking. Gets to the heart of complex problems and issues. Applies own expertise effectively. Quickly learns new technology. Communicating well in writing and can explain complex technical analysis to a non-technical audience.
• Creative Thinking: Open to new ideas and experiences. Seeks out learning opportunities. Handles situations and problems with innovation and creativity. Thinks outside the box to resolve problems.
• Planning and Organising: Plans ahead and works in a systematic and organised way. Follows directions and procedures. Delivery within the agreed time frames.
• Performance and Delivery: Focuses on results and achieving personal work objectives. Works best when work is related closely to results and the impact of personal efforts is obvious. Shows an understanding of business, commerce and finance.
• Empathetic: Ability to listen and understand the needs of others, especially our customers. Proactively able to identify the gaps or concerns experienced by our customers and suggest content and product copy improvements.

Life at Luno:

• Remote but reachable work policy gives you the freedom to choose between working from home or the office.
• Plus the option to buy and sell up to 5 days leave
• Improve body and mind, with excellent private medical insurance
• Access to Learnably and our additional learning platforms for your personal and professional development
• 6 months primary care-giver leave
• Paw-ternity leave for your furry friend
• Annual Inspiration Day in addition to your annual leave which increases based on your length of service! 
• A collaborative, friendly work community, with regular social events and virtual cooking, dancing, drawing and house planting classes hosted by our Lunauts
• Free lunch and snacks
• 0 fees up to a certain amount with Luno from the day you start.*

*Offer only available on Luno Instant Buy, not Luno Exchange

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.