Retention Manager – Forex Brokerage at ACCM Global Enterprise Limited

About the Role

• We are looking for an experienced Retention Manager to strengthen client relationships, increase trading activity, improve customer satisfaction, and reduce client churn.
• The successful candidate will have a strong background in customer retention, account management, and trader education within the Forex or financial services industry.

Key Responsibilities

• Develop and implement client retention strategies to improve customer loyalty and lifetime value.
• Maintain regular engagement with active and inactive traders.
• Analyze client behavior and trading patterns to identify retention opportunities.
• Conduct follow-up calls and meetings with clients to address concerns and improve engagement.
• Support clients with platform onboarding and product education.
• Coordinate webinars, workshops, and trading education programs.
• Work closely with Business Development, Dealing, and Customer Support teams to enhance the client experience.
• Handle escalated client concerns professionally and promptly.
• Monitor retention metrics and prepare management reports.
• Train relationship managers and support teams on customer retention best practices.
• Promote account reactivation campaigns and client loyalty initiatives.

Key Performance Indicators (KPIs)

• Client retention rate.
• Reduction in churn rate.
• Increase in client trading activity.
• Account reactivation rate.
• Customer satisfaction score.
• Training and onboarding effectiveness.

Requirements

• Bachelor's Degree in Business Administration, Finance, Economics, Marketing, or a related field.
• Minimum of 4 years' experience in Client Retention, Relationship Management, Customer Success, or Account Management within Forex, Brokerage, FinTech, or Financial Services.
• Strong understanding of Forex trading and financial markets.
• Experience conducting client training, onboarding sessions, and educational webinars.
• Excellent interpersonal and relationship-building skills.
• Strong analytical and problem-solving abilities.
• Proficiency in CRM platforms and Microsoft Office applications.