FX Retention Desk Executive

Key Responsibilities:

Retention of Clients

• Build and nurture strong client connections through consistent communication and outstanding service delivery.
• Identify and respond to customer needs, resolve issues efficiently, and proactively mitigate potential risks.
• Maintain high standards of customer satisfaction to encourage long-term loyalty.

Upselling & Cross-Selling

• Identify opportunities to upsell and cross-sell trading products/services to existing clients.
• Provide tailored information aligned with evolving client needs and market conditions.

Collaboration

• Collaborate closely with internal teams to troubleshoot issues and ensure alignment on decisions that affect clients.
• Drive a unified and strategic approach focused on client retention and sustainable business growth.

Relationship Management

• Conduct regular check-ins and proactive outreach to strengthen engagement.
• Provide training, guidance, and support to help clients maximize trading opportunities.

Resolution

• Serve as the primary contact for addressing client concerns and complaints.
• Work collaboratively across teams to ensure swift and effective resolution of issues.
• Strengthen customer relationships by resolving problems with efficiency and care.

Sales Performance

• Achieve and exceed daily, monthly, and quarterly retention, sales, and upselling targets.

Customer Feedback

• Collect and analyze client feedback on their trading experience.
• Share insights with management and internal teams to improve service delivery.

Trading Market Knowledge

• Stay updated with industry trends, platforms, and market dynamics.
• Apply insights to strengthen retention strategies and boost client satisfaction.

Reporting & Analysis

• Maintain accurate client records, trading activity logs, and retention data.
• Prepare reports on performance, risk management, and client progression.

Risk Management

• Follow company risk management processes and policies.
• Proactively identify, evaluate, and address potential risks to the business and its customers.

Ideal Candidate Profile

• Minimum 1 year of experience in Forex/Online Trading (sales, account management, or retention).

• Proven track record of managing high-value clients and achieving strong deposit volumes.

• Strong understanding of trading platforms, retention tools, and client psychology.

• Fluent English (spoken & written) – additional languages are an advantage.

• Smart, proactive, and resourceful with strong persuasion and negotiation skills.

• Target-driven, resilient, and motivated by results.