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Operations Manager

Luno

Luno

Operations
Paris, France
Posted on Monday, July 8, 2024

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. We don’t do memecoins.

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.

About the team:

The Countries team drives commercial outcomes in our markets by fostering impactful collaboration across functions. We are accountable for the customer driven P&L and for overseeing and managing risks in our operating entities.

We are the face of Luno in each country we operate in and build strong and mutually beneficial relationships with key stakeholders such as regulators, media, partners and - of course - our customers.

The role will report directly to Madeleine, Luno France’s Country Manager and work closely with Christian, Luno’s global VP International and President of Luno France.

The role in a nutshell:

As the Operations Manager, you will be an essential part of Luno’s core team in France to help direct and control a broad range of activities across multiple functions driving commercial success and mitigating key business risks. This is a highly demanding role for exceptional individuals that thrive when they face hard challenges and enjoy the growth that comes from it.

Luno’s ability to grow a highly profitable business in France and across Europe is greatly aided by its ability to leverage Luno’s global expertise and procure best-in-class services from the Luno Group in an efficient way. Doing so effectively requires excellence in defining and continuously optimising processes based on data driven insights. This is where you come in.

As the Operations Manager, you will support the Country Manager by monitoring and analysing operational metrics of a fast growing business to identify challenges and opportunities. More importantly, you will take the lead on managing a wide variety of projects to act on the insights or to further improve the tools available to analyse and steer the business.

Your mission will be:

  • Lead and evolve ongoing monitoring capabilities to oversee business operations across critical functions such as Product, Marketing, Payments, Onboarding, Customer Success, Anti-Financial Crime
  • Review and optimise processes by creating and updating documentation of the processes itself as well as the related monitoring approach and first line of defence controls to drive P&L improvements and risk mitigation
  • Work with partners across the Luno Group and local outsourcing partners to further improve existing reporting and leverage data scientists to create new insights and dashboards
  • Own and prioritise a central customer pain point list across the entire customer experience and lead the process resolve issues leading to higher NPS scores
  • Identify, prioritise and raise business opportunities to the Country Manager and proactively propose improvements and projects to increase revenue, reduce cost or mitigate risks
  • Build strong relationships with key stakeholders across the Luno Group, with local outsourcing partners and providers to scope, plan and lead projects in close collaboration with their teams
  • Support the Country Manager to ensure things always run smoothly, getting hands-on as needed to resolve urgent and critical issues with customers, partners or technology providers
  • Partner with the Country Manager on strategic priorities to grow the business in a sustainable, compliant and scalable way supporting key activities such as customer research, product testing, acquisition strategies, recruiting, contracting, external events, regulatory and engagements and preparing board meeting

A little about you:

  • You have 3-5 years experience in demanding and fast paced environments and have been recognised as a top performer with a lot of hunger to grow and drive impact; maybe you worked in consulting, or a high growth tech company
  • You excel at verbal and written communication in English and can convey complex information in a way appropriate for the specific audience, whether they are technical specialists or executives
  • You are highly analytical with advanced skills in spreadsheets and/or leading data analysis tools. We want you to be able to do some of that yourself, but more importantly you need to formulate the right requests, read data and extract actionable insights
  • You can break down complex problems into actionable steps and have a proven track record in managing cross-functional projects from start to finish, including set up and post-implementation monitoring
  • You know what it is like working in a global matrix organisation and have a deep understanding of the challenges that come with it
  • You possess a highly commercial mindset, with curiosity for how the business works and all its mechanics; experience in a direct to consumer business is helpful
  • You are comfortable engaging directly with customers, partners, senior management as well as a diverse staff with varying degrees of experience, expertise and cultural background and possess outstanding relationship building skills
  • You exercise leadership without formal authority, initiate action and relentlessly drive outcomes
  • Knowledge about cryptocurrencies is not required, but we want you to be interested in the space and exhibit a passion to learn and become part of this nascent industry

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
  • Luno contributes 100% full coverage to private medical insurance (mutuelle)
  • 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
  • Swile card for Lunch
  • 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.