Retention Manager

We are seeking for a highly driven Retention Manager (Executive Level) to strengthen

client relationships, improve customer activation, and enhance long-term loyalty. The

ideal candidate has strong communication skills, understands client psychology, and

can build structured engagement workflows that increase client satisfaction and

activity levels.

This role involves working closely with sales, marketing, and customer support teams to

ensure clients receive a seamless experience throughout their lifecycle.

Responsibilities

1. Client Retention & Engagement

 Develop and implement initiatives to improve customer retention and reduce

churn.

 Build strong relationships with clients through consistent engagement and

personalized communication.

 Address client inquiries and coordinate support when needed to ensure

satisfaction.

2. Lead & Client Activation

 Guide new leads and clients through onboarding, account activation, and

familiarisation of trading tools.

 Follow up with clients to ensure they understand platform features and available

services.

3. Reactivation of Inactive Clients

 Identify clients who have become inactive and re-engage them through tailored

outreach strategies.

 Conduct follow-up and check-in calls/messages to understand their needs and

encourage renewed activity.

4. Data Monitoring & Insights

 Track client lifecycle metrics, engagement patterns, and retention KPIs.

 Prepare weekly and monthly reports with insights and improvement

recommendations.

5. Customer Segmentation & Personalization

 Segment clients based on behaviour, engagement, or account status to deliver

personalized communication.

 Work with marketing to ensure clients receive relevant and valuable content.

6. Upselling & Value Enhancement

 Identify opportunities to introduce suitable products, services, or features to

clients.

 Drive engagement in educational or premium support oƯerings.

7. VIP Client Development

 Support the growth of high-potential clients through premium service, priority

response, and relationship building.

 Maintain high service standards for clients identified for tier upgrades.

8. Cross-Department Collaboration

 Coordinate with marketing, sales, customer support, and compliance to improve

the overall customer experience.

 Work with product teams to communicate client feedback and suggest

enhancements.

9. Compliance & Service Excellence

 Ensure all client communication follows regulatory, compliance, and internal

guidelines.

 Maintain professionalism and accuracy in every interaction.

Requirements

 Experience in customer retention, client relationship management, financial

services, or FX/CFD brokerage is an advantage.

 Strong communication skills (verbal & written).

 Ability to analyze customer data, identify trends, and create actionable insights.

 Highly organized with strong follow-up discipline.

 Customer-first mindset with the ability to handle various client personalities.

 Fluency in English; additional regional languages are an advantage.

Nice-to-have

 Knowledge of trading platforms (MT4, MT5, WebTrader) or interest in learning.

 Experience in CRM tools, WhatsApp communication flows, or automation

systems.

 Background working with VIP or high-value clients.