Head of Retention South Africa
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Job Location:
Johannesburg - South Africa
Monthly Salary:
ZAR 3000 - 5500
Experience Required:
4-5years
Posted on:
22 hours ago
Vacancies:
1 Vacancy
Job Summary
We are seeking an experienced Head of Retention Desk to lead and scale our retention operations within a regulated Forex environment. The successful candidate will oversee retention teams across multiple markets drive client lifetime value maximize revenue and ensure full compliance with regulatory standards.
This is a senior hands-on leadership role suited for an individual with proven experience managing high-performing retention desks in regulated brokerage environments.
Requirements
Lead manage and grow the retention desk across multiple regions and markets
Develop and execute retention strategies to increase client lifetime value and reduce churn
Manage and motivate retention managers and agents to consistently exceed KPIs and revenue targets
Oversee VIP and high-value client retention strategies
Monitor daily weekly and monthly performance metrics and produce management reports
Implement reactivation upsell and cross-sell campaigns in line with regulatory guidelines
Work closely with Compliance Risk Payments and Operations teams to ensure regulatory adherence
Ensure all retention activities comply with internal policies and regulatory requirements
Recruit train and develop retention staff as the business scales
Improve processes scripts workflows and CRM usage to optimize performance
Act as a key stakeholder in strategic decision-making for revenue and client growth
Requirements
Proven experience as Head of Retention Retention Manager or similar senior role within a regulated Forex / CFD brokerage
Strong background managing retention teams in a target-driven sales environment
Demonstrated success in revenue growth churn reduction and client lifetime value optimization
Hands-on experience with CRM systems and trading platforms (MT4 / MT5)
Strong understanding of regulatory frameworks and compliance requirements (FSCA CySEC FCA ASIC or similar)
Excellent leadership coaching and people-management skills
Highly analytical with strong reporting and KPI management abilities
Ability to work in a fast-paced high-performance environment
Fluent English (additional languages are a strong advantage)
Benefits
Competitive salary and performance-based bonus structure
Relocation package for the right candidate
Opportunity to work with a well-established regulated global brokerage with offices worldwide
Long-term career growth within an international organization
Modern office environment in Johannesburg
Required Skills:
Lead manage and grow the retention desk across multiple regions and markets Develop and execute retention strategies to increase client lifetime value and reduce churn Manage and motivate retention managers and agents to consistently exceed KPIs and revenue targets Oversee VIP and high-value client retention strategies Monitor daily weekly and monthly performance metrics and produce management reports Implement reactivation upsell and cross-sell campaigns in line with regulatory guidelines Work closely with Compliance Risk Payments and Operations teams to ensure regulatory adherence Ensure all retention activities comply with internal policies and regulatory requirements Recruit train and develop retention staff as the business scales Improve processes scripts workflows and CRM usage to optimize performance Act as a key stakeholder in strategic decision-making for revenue and client growth Requirements Proven experience as Head of Retention Retention Manager or similar senior role within a regulated Forex / CFD brokerage Strong background managing retention teams in a target-driven sales environment Demonstrated success in revenue growth churn reduction and client lifetime value optimization Hands-on experience with CRM systems and trading platforms (MT4 / MT5) Strong understanding of regulatory frameworks and compliance requirements (FSCA CySEC FCA ASIC or similar) Excellent leadership coaching and people-management skills Highly analytical with strong reporting and KPI management abilities Ability to work in a fast-paced high-performance environment Fluent English (additional languages are a strong advantage)
Required Education:
Must have previous expereince of leading a Retention Team in a forex environment
Company Industry
IT Services and IT Consulting
Key Skills
- Accounts Handling
- Customer Service
- ABAP
- Infection Control
- Bakery
- Jboss
