Retention Team Leader / Manager
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Key skills for this role
About the Role
Decision Management Consultants is seeking a Retention Team Leader/Manager for a Forex client in Dubai. The role involves leading the UK/English Desk retention team, coaching members, monitoring KPIs, and driving client retention initiatives.
Key Skills for This Role
Responsibilities
- Lead and manage the daily operations of the UK/English Desk retention team
- Coach and mentor team members to achieve retention, deposit, and revenue targets
- Monitor team KPIs and implement performance improvement strategies
- Drive client retention initiatives and maximize customer lifetime value
- Support the team with objection handling and complex client cases
- Maintain a high performance culture through continuous coaching and leadership
Requirements
- Minimum 4 years of experience in the Forex trading industry
- Minimum 2 years of experience leading or supervising a retention team
- Mandatory experience managing the UK/English Desk within the Forex trading industry
- Mandatory experience retaining UK Forex trading clients
- Strong understanding of client retention strategies, reactivation campaigns, objection handling, deposit generation, and revenue optimization
- Proven ability to coach, mentor, motivate, and develop high performing retention teams
- Strong analytical skills with experience monitoring KPIs and implementing performance improvement plans
- Excellent verbal and written English communication skills
Full Job Posting
About the Role
- Decision Management Consultants is recruiting a Retention Team Leader/Manager for a client in the Forex industry in Dubai, UAE.
- The client is a well established Forex trading company with a focus on technology driven solutions and customer centric operations.
Key Responsibilities
- Lead and manage the daily operations of the UK/English Desk retention team
- Coach and mentor team members to achieve retention, deposit, and revenue targets
- Monitor team KPIs and implement performance improvement strategies
- Drive client retention initiatives and maximize customer lifetime value
- Support the team with objection handling and complex client cases
- Maintain a high performance culture through continuous coaching and leadership
Requirements
- Minimum 4 years of experience in the Forex trading industry
- Minimum 2 years of experience leading or supervising a retention team
- Previous experience as a Retention Team Leader, Senior Retention Agent, or Acting Team Leader preferred
- Mandatory experience managing the UK/English Desk within the Forex trading industry
- Mandatory experience retaining UK Forex trading clients
- Strong understanding of client retention strategies, reactivation campaigns, objection handling, deposit generation, and revenue optimization
- Proven ability to coach, mentor, motivate, and develop high performing retention teams
- Strong analytical skills with experience monitoring KPIs and implementing performance improvement plans
- Excellent verbal and written English communication skills
Benefits
- Competitive Salary
- Employee Benefits as per the UAE Labor Law
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