Retention Team Leader / Manager - UK/English Desk

About the role

A Recruitment Consultant is hiring a Retention Team Leader/Manager for a client in the Forex trading industry based in Dubai, UAE. The client is a well-established Forex trading company operating in a fast-paced, highly regulated financial services environment, focused on technology-driven solutions, customer-centric operations and compliance with international regulatory standards.

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 maximise customer lifetime value
• Support the team with objection handling and complex client cases
• Maintain a high-performance culture through continuous coaching and leadership

Required profile

• 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; high-performing agents with leadership experience encouraged to apply
• Mandatory experience managing the UK/English Desk in the Forex trading industry
• Mandatory experience retaining UK Forex trading clients

Required skills

• Strong understanding of client retention strategies, reactivation campaigns, objection handling, deposit generation and revenue optimisation
• Proven ability to coach, mentor, motivate and develop retention teams
• Analytical skills with experience monitoring KPIs and implementing performance improvement plans
• Excellent verbal and written English communication skills

What we offer

• Competitive salary
• Employee benefits as per the UAE Labor Law