English Speaking Retention Officer

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Job Description

Our client is a reputable investment firm regulated by CySEC and based in Paphos. They are currently looking to grow their team and add to it an English speaking Retention Officer.

Job Responsibilities

• Contribute to company growth and financial targets such as revenue and high levels of client acquisition, retention, reactivation, and up-sell.
• Manage client relationships and satisfaction through proactive support, training, and incentive offerings, ensuring that clients have access to up-to-date market and pricing information.
• Deliver a superior client experience by transitioning first time depositors to active traders; train, support, follow-up and resolve any concerns/problems.
• Analyze, identify, plan, design and implement opportunities for increasing client loyalty based on system data and industry insights.
• Instill trust by effectively communicating and interacting with people of diverse cultural backgrounds.
• Build a robust retention team by implementing processes and controls to deliver effective and efficient offerings for all clients.
• Manages all customer retention activities.
• Takes initiatives in customer satisfaction via process improvement plans and efficient reporting and flow of information.
• Build relationships with existing clients to ensure that they are engaged and getting the most value from our services.
• Provide market update for clients.
• Partner with Sales Executives to manage client relationship.
• Train one on one with new and existent client.
• Identify potential IB.
• Encourage clients to refer friends.
• Develop required training for clients (content and delivery).
• Drive innovation (capturing new ideas- implementing- rewarding).
• Follow daily routine of calling all active clients, per preset prioritization:
• Active traders
• Client that suffered recent lost
• Client that gained recent profit
• Clients that haven’t traded for over a week
• Slash webinars for clients.
• Analyze client’s trading and identify common mistakes in their strategy and offer training on new strategy.
• Educate clients regarding risk management strategies for their funds.

Requirements

• At least 2 years of experience as a Retention Manager in the Forex/Binary broker.
• Familiar with the Forex industry concept, practices, and procedures.
• Requires a bachelor's degree – advantage.
• Understand standard analysis charts
• Risk management strategies - before the problem (plan), during the open position (manage during the loss), after it stopped out (disaster recovery).
• Fundamental analysis - talk about current events at global level, market effects with credibility.
• MT4 platform - full operation.
• MT4 Manager.
• Ability to analyse number and interpret into simple words.