The world is changing.

We all want something different.

At Luno, we see you as an individual.

Together, we're upgrading the world of work to unleash your potential and empower you to become the best possible version of yourself.

Upgrading the entire planet to a new financial system is a challenge of epic proportions. Like the first moon landing, it requires a special kind of people working together with unusual skill, focus and determination. We’re changing the world, and to do so, we need the best team on board for our mission. In short, to achieve our goals, we need people with exceptional talent. As simple as that.

A little about us:

• We make it safe and easy to buy, store and learn about cryptocurrencies like Bitcoin and Ethereum.
• We currently have over 8 million customers across 40 countries.
• We're part of the Digital Currency Group, a group of companies driving progress in the cryptocurrency and blockchain space that includes Grayscale, Genesis, Coindesk and Foundry Services.
• Our platform has processed over $17 billion to date. 
• We’re proud to be one of the world’s most international cryptocurrency teams from 43 different nationalities — working across South Africa, Indonesia, the United Kingdom, Malaysia, Nigeria and Singapore.

The role in a nutshell:

You will be leading the Customer Success team’s efforts to continuously improve and deliver better value for our customers, team and Luno, inspired by our team vision to be a world-class customer support team. We do not take this vision lightly and invest to make it a reality. 

You will report into the Global Head of Customer Success and form part of the Customer Success leadership team. 

Your mission will involve: 

• Identification, prioritisation, preparation, execution and post-implementation review of improvement projects inside and outside (where appropriate) of the Global Customer Success team. 
• Working closely with the business unit leaders define improvement plans and objectives that align to the Luno and Global Customer Success vision, strategy and roadmap. 
• Measure and report results from improvement projects.
• Coaching of change agents, team and leaders to ensure the maximum positive impact of continuous improvement efforts. 
• Deliver proactive and effective communication related to improvement initiatives.
• Mobilise commitment for change and enable the continuous sustainment of change initiatives.
• Develop a culture of continuous improvement in the CS team. 
• Develop matrix relationships to involve process experts and conduct improvement activities using problem solving techniques such as brainstorming, fishbone, 5 whys, FMEA, PFMEA, DMAIC, etc. 
• Manage and optimise the Customer Success CI team’s approach to policy, process mapping, procedure and SOP development, storage and communication.
• Develop and mature the Customer Success operations operating system / model, aligning the various in-country operational teams to the global operations operating model whilst optimising for in-country localisation.  

In your first six months, you will:

• Build strong internal and external relationships.
• Support the Continuous Improvement Specialists in the Customer Success team and coordinate work within the team.
• Ensure delivery of the current CI strategy and implementation roadmap, whilst identifying and evaluating opportunities to improve the strategy. 
• Develop a roadmap to evolve the operational excellence and CI strategy, if needed, to align to world-class standards. 
• Measure and report on the impact of current improvement initiatives. 
• Recruit top talent to fill any vacancies in the CI team. 
• Develop an approach to align / integrate the ways of work of the Customer Success CI team with the Luno CI team to ensure the synergies are amplified. 

The ideal Lunaut for this role will have:

• A B-degree or Honours-degree in business management, industrial engineering, IT or related fields. 
• Strong people management skills, with a proven ability to hire and grow talented people.
• The ability to work in a complex, cross-functional and heavily matrixed environment that changes frequently and rapidly.  
• At least 5 years’ experience leading operational excellence and continuous teams, preferably in a service or operational environment. 
• Multinational experience, working with various cultures and global teams would be advantageous. 
• Demonstrated presentation and facilitation skills.
• Planning and organising through strong prioritisation and time management skills.
• Ability to set strategy and follow through on tactical implementation and execution of initiatives.
• Excellent organisational skills and attention to detail.
• Ability to adapt to changing environments and effectively manage change by providing hands-on leadership.
• Skilled in using data and analysis to drive effective decision-making.
• Proficiency in all Microsoft Office/G-Suite applications are required 
• Strong customer focus; open to change; can anticipate future consequences and trends accurately; creates strong morale and spirit in their team; lets people finish and be responsible for their work; creates a feeling of belonging in the team, lets people know where they stand
• Competent use of statistics related to business improvement metrics and operational performance.
• Able to define problem statements and required outcomes based on cost benefit analysis linked to business objectives.
• Strong interpersonal skills to effectively deal with internal customers; foster open upward and downward communication within the organisation built on mutual respect.
• Well developed and effective verbal and written communication skills used in working with peers and employees at all levels in Luno.
• Project management skills to manage the process of providing excellent operational service (efficient, effective and qualitative), turnaround, and continuous improvement (LEAN, Value chain, QRM, Pareato, 5 why’s )
• Broad knowledge of operations, outsourcing, and financial management.

Remote Life at Luno:

If you’re looking to work on something truly global and disruptive with a forward-thinking and ambitious team that highly values diversity, teamwork, and the continuous quest for excellence, then this is an opportunity for you.

Like the majority of the companies, Luno is currently working remotely to keep our employees safe, which means you will not be physically, but virtually onboarded for now!

• Live long and prosper. We’ve got you covered with excellent private medical insurance. 
• Generous maternity / paternity and even (yes, you are reading it correctly) paw-ternity for your furry friend.
• Annual Inspiration Day.. like that pottery course you’ve always been meaning to do!
• Work with a diverse team of hardworking, ambitious and friendly people on something that will truly revolutionise the financial world.
• We are a social bunch of people, we have virtual quarterly activities and drinks Fridays for whoever wants to join! 
• We have virtual cooking, dancing, drawing and house planting classes hosted by our Lunauts Monthly to break up your day and work that other part of your brain. 

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