Retention Specialist at CM Fintech Nigeria Limited

Primary Responsibilities:

As a Retention Specialist, your main focus will be to build and maintain strong relationships with existing customers, aiming to increase customer loyalty, reduce churn, and maximize revenue. You will be responsible for proactively engaging with clients, understanding their needs, and providing tailored solutions to ensure their satisfaction with our products and services.

Key Responsibilities:

• Manage and cultivate long-term customer relationships.
• Execute retention strategies to ensure high client retention rates.
• Assess customer needs and provide appropriate solutions.
• Resolve customer issues promptly and professionally.
• Analyze customer feedback to continuously improve retention efforts.
• Track and report on customer retention metrics.
• Maintain thorough product knowledge and offer training where necessary.

Requirements (Skills & Qualifications):

• Strong sales background with a proven ability to retain and grow client relationships.
• Minimum of 3 years of experience as a Retention Agent in a CFD or Forex Brokerage.
• Experience in account management or sales roles focused on customer retention, specifically for leveraged products (e.g., Margin Call, Maintenance Margin).
• Advanced knowledge of CFD products (FX, Shares, Commodities, Crypto, etc.).
• Ability to explain industry-related concepts and technical analysis clearly.
• High proficiency in customer relationship management (CRM) software.
• Excellent interpersonal and communication skills (both written and verbal).
• Strong problem-solving, conflict resolution, and analytical abilities.
• Self-motivated and target-driven, able to work independently and as part of a team.
• Adaptability and ability to handle diverse customer personalities and needs.
• Knowledge of industry trends and market dynamics affecting customer retention.

Education:

• High school diploma or equivalent; a bachelor's degree in a relevant field is preferred but not required.

Benefits:

• Competitive remuneration package based on qualifications and experience.
• Opportunity to collaborate cross-functionally in a dynamic, multinational, and multicultural environment.
• Work-life balance with room for professional growth.