Customer Retention Manager

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia PU Prime Full time

Title : Retention Client Associate (Senior)

Job Purpose

The Retention Clients Associate is responsible for strengthening client relationships, improving client engagement, and increasing trading activity. The role focuses on ensuring client satisfaction, building loyalty, and driving long-term account value, particularly by supporting active traders and re-engaging dormant accounts.

Key Responsibilities

  • Serve as the main point of contact for existing clients to address inquiries and provide ongoing support.
  • Develop and maintain strong client relationships to increase client loyalty and trading activity.
  • Analyze client accounts and identify opportunities to encourage higher engagement, deposits, and trading volumes.
  • Contact inactive or dormant clients to re-establish engagement and strengthen relationships.
  • Educate clients on the company's products, trading platforms (MT4/MT5, WebTrader, Mobile Apps), and market opportunities.
  • Provide clients with timely updates on promotions, campaigns, and market news.
  • Collaborate with Sales, Premium, and Marketing teams to execute client retention strategies.
  • Monitor client satisfaction levels and resolve complaints in a professional and timely manner.
  • Achieve KPIs related to client activity, reactivation, deposits, and retention rates.
  • Ensure compliance with regulatory guidelines and company policies.

Qualifications & Requirements

  • Bachelor's degree in Business, Finance, Economics, or related field.
  • 1–3 years of experience in Client Retention, Sales, or Account Management (Forex/industry preferred).
  • Strong knowledge of financial markets and trading platforms (MetaTrader 4 / MetaTrader 5 preferred).
  • Excellent communication and interpersonal skills; multilingual abilities (English, Chinese, German, etc.) are a plus.
  • Ability to analyze client activity and develop effective engagement strategies.
  • Results-driven, with proven ability to meet or exceed KPIs.
  • Strong problem-solving and conflict resolution skills.
  • Ability to work under pressure in a fast-paced environment.

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