Retention Specialist

The Role

Overview: 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 relatio...

The Role
Overview: 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.

Requirements
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 (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.

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 methodologyintegrating 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 todays digital landscape.