Retention Manager

We are seeking for a highly driven Retention Manager 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 offerings.

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.

What We Offer:

Competitive compensation with performance incentives.

Opportunity to work in a fast-growing SEA financial market.

Strong career growth path into senior client management or VIP relationship roles.

Competitive compensation with performance incentives.

Medical insurance coverage

Company trip or annual events