Associate Director, Self-Serve Growth, EMEA in London

About Airwallex

Airwallex is the only unified payments and financial platform for global businesses. Powered by our unique combination of proprietary infrastructure and software, we empower over 200,000 businesses worldwide with fully integrated solutions to manage everything from business accounts, payments, spend management and treasury, to embedded finance at a global scale.

Proudly founded in Melbourne, we have a team of over 2,000 of the brightest and most innovative people in tech across 26 offices around the globe. Valued at US$8 billion and backed by world-leading investors, Airwallex is leading the charge in building the global payments and financial platform of the future.

Attributes We Value

We hire successful builders with founder-like energy who want real impact, accelerated learning, and true ownership. You bring strong role-related expertise and sharp thinking, and you’re motivated by our mission and operating principles. You move fast with good judgment, dig deep with curiosity, and make decisions from first principles, balancing speed and rigor. You’re humble and collaborative; turn zero-to-one ideas into real products, and you “get stuff done” end-to-end. You use AI to work smarter and solve problems faster.

About The Role

Airwallex is revolutionizing global banking, and the EMEA Self-Serve team is key to driving growth and retention of our growing long tail of customers. As the regional owner of the Self-Serve book, you will own the long tail customers and lead a team to identify and deliver high-impact growth initiatives for both automated and human centric engagement.

Success in this role means that the EMEA self-serve book is able to deliver against its commercial growth ambition in the current fiscal year and we are building the scalable, data and AI centric motions to deliver sustainable growth for the future. You will work as part of a lean, data-driven, highly cross functional world-class team.

What You’ll Do...

• Drive in year revenue growth by optimising the go-to-market strategy for our Self-serve segment, defining and executing both new customer and existing customer strategies across Airwallex products and geographies.
• Lead a team of Customer Success Managers to deliver personalized customer engagements, coaching CSMs on customer management and selling techniques to improve core metrics across NPS, retention, cross sell and upsell.
• Build a scalable, insight driven Self Serve Growth function, utilizing existing and new tools to launch a go-to-market experiment program.
• Advocate for the ‘voice of the customer’, ensuring customer centric strategies to improve customer experience, retention and to drive broad product adoption.
• Collaborate with Global Growth, Marketing and Product teams to help shape the future of the AWX EMEA customer journey.

What You Bring...

• You’re a strategic commercial thinker, both analytical and customer centric in your approach to developing and implementing growth strategies.
• You have a bias for action and are ready to roll up your sleeves to deliver tangible outcomes.
• You aren’t afraid to work in ambiguity in a fast-paced startup environment.
• You enjoy working collaboratively with people across functions and cultures.
• You have the ability to simplify & communicate some of the most complex problems to stakeholders at all levels of the business.

What You Have...

• 8+ years of work experience, ideally in commercial leadership roles, a start-up environment and/or top-tier strategy consulting.
• Strong record in managing customer success and/or lifecycle marketing teams, coaching junior team members to rapidly develop their commercial skills and strategic acumen.
• Strong analytical skills, able to effectively deliver in hypothesis and experiment based growing functions.
• Excellent written and verbal communication and presentation skills.
• Fintech, financial services or technology experience in a high-growth environment is advantageous.

At Airwallex you’ll have the ability to make an impact in a rapidly growing, global fintech. We want you to share in our success, which is why you’ll be offered a competitive salary plus valuable equity within Airwallex. We also like to ensure we create the best environment for our people by providing a collaborative open office space with a fully stocked kitchen with a 3 days in the office requirement. We organise regular team-building events and we give our people the freedom to be creative.

Applicant Safety Policy: Fraud and Third-Party Recruiters

To protect you from recruitment scams, please be aware that Airwallex will not ask for bank details, sensitive ID numbers, or any form of payment during the application or interview process. All official communication will come from an @airwallex.com email address. Please apply only through careers.airwallex.com or our official LinkedIn page.

Equal opportunity

Airwallex is proud to be an equal opportunity employer. We value diversity and anyone seeking employment at Airwallex is considered based on merit, qualifications, competence and talent.