Crypto Client Ops Lead

An exciting opportunity has arisen for someone to join a forward-thinking organisation at the forefront of digital asset custody and blockchain technology. Ideally 3 - 5 years working in a crypto (Crypto/Bitcoin/Mined ETH), leading a team, and driving process improvements experience. Responsibilities will include projects, stakeholder management, processing and monitoring transactions, client requests, and improving front to back process flow.

This role is perfect for someone who thrives on building meaningful client relationships, ensuring seamless onboarding experiences, and collaborating across teams to deliver tailored solutions. You will be the linchpin between clients and internal stakeholders, guiding new partners through every step from initial integration to full operational use.

• Be the primary point of contact for high-profile clients as they transition onto a cutting-edge digital platform, ensuring their needs are met with empathy and precision throughout the onboarding process.
• Work closely with knowledgeable colleagues across Product, Operations, and Technology teams to design bespoke solutions that address unique client requirements while fostering a collaborative atmosphere.
• Enjoy flexible working opportunities and access to continuous learning resources within an organisation that values your interpersonal skills, supports your career development, and encourages knowledge sharing among team members.

What you'll do:

• Define project scope, objectives, and deliverables in close partnership with senior client stakeholders to ensure all parties are aligned from the outset.
• Develop comprehensive project plans that detail tasks, allocate resources effectively, and establish clear schedules for successful implementation.
• Coordinate communication between internal teams and client representatives to maintain transparency and foster trust throughout each phase of the project.
• Monitor progress against established plans, providing regular updates on performance metrics and proactively addressing any deviations or challenges.
• Ensure key milestones are achieved by working collaboratively with subject matter experts across various departments.
• Identify potential risks or issues early on, implementing thoughtful solutions while keeping senior stakeholders informed at every stage.
• Troubleshoot obstacles by engaging relevant parties, always striving for resolutions that prioritise the client’s experience and satisfaction.
• Lead engaging client-facing meetings and workshops as well as internal governance sessions to drive alignment and shared understanding.
• Oversee project closure activities, evaluating outcomes to capture lessons learned and inform future improvements.
• Build strong relationships with key contacts within client organisations, conducting periodic reviews to anticipate upcoming needs and priorities.

What you bring:

• A minimum of three years’ experience in relationship management, consulting, customer success or similar roles within financial services or digital assets sectors.
• Proven track record of working directly with multiple internal functions such as Technology, Operations, and Sales to deliver integrated solutions.
• Strong understanding of blockchain technology and custody solutions gained through hands-on professional exposure.
• Exceptional verbal and written communication skills in Business English that enable you to articulate complex concepts clearly to diverse audiences.
• Adaptability under pressure with the ability to remain calm while managing competing priorities in a fast-evolving landscape.
• Demonstrated problem-solving abilities coupled with conflict-management skills that foster positive outcomes for all stakeholders involved.
• Client-oriented mindset focused on delivering empathetic service experiences tailored to individual business models.
• Experience leading meetings and workshops with both internal teams and external clients in order to drive consensus and action.
• Ability to identify risks early on while developing practical strategies for mitigation in collaboration with others.
• Commitment to ongoing learning about new product features, industry trends, and best practices relevant to digital asset custody.

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates