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Retention Manager Regulated FX Sofia

RMG Talent

Job Location:

Sofia - Bulgaria

Salary: Not provided by the employer

Experience Required: 1-3years

Posted: 13 August 2026 (30+ days ago)

Application Deadline: 10 November 2026

Vacancies: 1 Vacancy

Job Summary

We are looking for an experienced Retention Manager to lead the retention function for a regulated financial services company based in Sofia. This role is responsible for driving client retention strategy managing a team of retention agents and improving overall client lifetime value.

Key Responsibilities:

Lead coach and manage a team of retention agents to meet and exceed retention and reactivation targets
Develop and implement retention strategies to reduce churn and maximize client lifetime value
Monitor team performance KPIs and conversion/retention metrics providing regular reporting to senior management
Handle escalated client cases particularly high-value or at-risk accounts
Ensure all retention activities comply with regulatory requirements (FCA CySEC or equivalent)
Collaborate with Sales Compliance and Customer Support teams to align on client journey and communication
Conduct regular training and performance reviews for the retention team
Analyze client feedback and behavior data to identify trends and improvement opportunities
Set individual and team targets and manage incentive/performance structures

Requirements

Proven experience in a Retention Manager or Senior Retention role within a regulated financial services / FX / trading environment

Strong leadership and team management skills experience managing and coaching a team of retention agents

Deep understanding of client retention strategies upselling and reactivation techniques

Experience working within regulatory compliance frameworks (FCA CySEC or similar)

Strong CRM proficiency (Zoho Recruit / Salesforce or similar platforms)

Excellent communication and negotiation skills both written and verbal

Data-driven approach ability to analyze retention KPIs churn rates and conversion metrics

Fluent English (additional languages a plus depending on target markets)

Ability to set targets monitor performance and drive team results

Conflict resolution and de-escalation skills for handling high-value/at-risk clients

Experience with client lifecycle management and CRM segmentation

Benefits

Competitive base salary performance-based commission/bonus structure

Career growth opportunities within a regulated established company

Modern office in Sofia

Ongoing training and professional development

Supportive collaborative team environment

Opportunity to lead and shape the retention function

Paid annual leave

Team-building events and company incentives

Required Skills:

Proven experience in a Retention Manager or Senior Retention role within a regulated financial services / FX / trading environment Strong leadership and team management skills experience managing and coaching a team of retention agents Deep understanding of client retention strategies upselling and reactivation techniques Experience working within regulatory compliance frameworks (FCA CySEC or similar) Strong CRM proficiency (Zoho Recruit / Salesforce or similar platforms) Excellent communication and negotiation skills both written and verbal Data-driven approach ability to analyze retention KPIs churn rates and conversion metrics Fluent English (additional languages a plus depending on target markets) Ability to set targets monitor performance and drive team results Conflict resolution and de-escalation skills for handling high-value/at-risk clients Experience with client lifecycle management and CRM segmentation

Required Education:

Proven experience in a Retention Manager or Senior Retention role

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