Retention Specialist

We are hiring an experienced Retention Agent with a native-level English (British or American accent) and a proven track record in Forex client retention. This role is focused on protecting revenue, improving client lifetime value, and reducing churn through proactive relationship management, client education, and structured follow-ups aligned with compliance standards.

Key Responsibilities

* Manage a portfolio of active clients and implement retention strategies to increase engagement and activity.
* Conduct outbound calls to reactivate dormant clients and prevent churn through consultative communication.
* Support clients with platform usage, onboarding, and trading journey guidance (without providing financial advice).
* Identify churn risk signals and execute save-offers and retention campaigns within approved policies.
* Drive KPIs such as reactivation rate, churn reduction, active traders, deposit continuity, and client satisfaction.
* Maintain accurate records of all interactions in the CRM and follow internal workflows.
* Collaborate with Compliance, Dealing, KYC, and Customer Support to ensure smooth client experience.
* Escalate complaints, technical issues, or operational blockers quickly and professionally.

Requirements:
Requirements (Must-Have)

* Minimum 3 years’ experience in Forex/CFD retention (brokerage environment).
* Native-level English with clear British or American accent (verbal fluency is essential).
* Strong understanding of Forex/CFD products, trading terminology, and client lifecycle dynamics.
* Proven ability to handle objections, de-escalate issues, and build long-term client trust.
* Comfortable with high-volume calls and performance-driven environments.
* Strong CRM discipline and reporting accuracy.

Preferred (Nice-to-Have)

* Experience in regulated environments and familiarity with compliance boundaries (no advice, no guarantees).
* Experience with platforms/tools like MT4/MT5, CRM systems, VoIP dialers, and ticketing tools.

Salary:
AED 8,000 to 10,000 per month inclusive of fixed allowances.
Additional benefits: High Commission

About the Company
Growth West Marketing is a strategic growth and digital performance agency dedicated to helping businesses scale sustainably and competitively. The company specializes in designing and executing data-driven marketing strategies that accelerate customer acquisition, strengthen brand visibility, and boost long-term revenue performance. Unlike traditional marketing firms that focus solely on brand exposure, Growth West adopts a comprehensive full-funnel methodology—integrating customer insights, analytics, targeted campaigns, conversion optimization, and retention strategies. This ensures measurable outcomes, improved operational efficiency, and stronger returns on marketing investments.

Key Competencies Include:

• Growth Strategy Development Tailored strategies that fully align marketing activities with organizational objectives, sales targets, and product direction.

• Customer Acquisition & Retention Multi-channel digital marketing initiatives designed to attract qualified prospects and cultivate long-term client relationships.

• Analytics & Performance Optimization Leveraging real-time performance data, Growth West continuously refines campaign execution, budget allocation, and channel effectiveness to maximize ROI.

• Conversion Rate Optimization Enhancing user experience, refining customer journeys, and optimizing engagement funnels to improve conversion performance at every stage. Growth West Marketing is driven by a commitment to elevate brands, optimize marketing investments, and deliver scalable, sustainable growth. Its strategic, analytical, and results-oriented approach makes it an ideal partner for businesses seeking accelerated expansion and competitive advantage in today's digital landscape.

Best practices can make a positive impact on the workplace.

Following these best practices can help you be successful in your job and make a positive impact on the workplace.

• Be clear about your expectations. At the beginning of a new job, it's important to have a clear understanding of your role and responsibilities. This will help you set realistic goals and expectations, and it will also help you avoid any surprises down the road.

• Be proactive. Don't wait for things to come to you. Take initiative and look for ways to contribute to your team and the company. This will show your employer that you're a valuable asset.

• Be a team player. Be willing to help out your colleagues and be supportive of their efforts. This will create a positive work environment and make you more approachable.

• Be communicative. Communicate effectively with your colleagues, your manager, and your customers. This will help you build relationships and get your work done efficiently.

• Be professional. Dress and act professionally at all times. This will show your employer that you're serious about your job and that you're a good fit for the company culture.

• Be positive. A positive attitude can go a long way in the workplace. It will make you more enjoyable to work with and it will help you stay motivated even when things get tough.

Here are some additional best practices that can help you boost morale and engagement in the workplace:

• Recognize accomplishments. When someone does a good job, be sure to let them know. This will show them that you appreciate their efforts and it will motivate them to continue doing their best.

• Prioritize learning. Encourage employees to learn new skills and stay up-to-date on industry trends. This will help them grow in their careers and it will make them more valuable to the company.

• Open communication channels. Make sure there are open lines of communication between employees and management. This will help to build trust and rapport, and it will also make it easier to resolve any problems that arise.

• Make yourself helpful. Be willing to help out your colleagues, even if it's not your job. This will show that you're a team player and that you're willing to go the extra mile.

• Don't be afraid to speak up. If you have an idea or a suggestion, don't be afraid to share it. This shows that you're engaged and that you're willing to contribute to the company.

Short Info

Best practices can make a positive impact on the workplace.

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