About the role
About us:
Zeal Group is an award-winning FinTech organization committed to offering innovative products and solutions. Established in 2017, we have rapidly expanded to a team of over 700 employees globally 🌍.
With offices strategically located across Europe, Asia, North & South Africa, the Middle East, and South America, our technology hubs are centred in Cyprus 🚀.
We pride ourselves on being a people-oriented and product-focused company that values growth, collaboration, and groundbreaking technology 🤝
About the Role:
We are seeking a motivated and results-driven Retention Executive to join our dynamic team. The primary purpose of this role is to re-engage and reactivate dormant clients, with the goal of maximizing their lifetime value and reducing customer churn. As a key member of the Retention Department, you will be responsible for implementing the company's retention strategy, working to bring inactive clients back to trading activity, and contributing directly to revenue recovery and stabilization.
Roles and Responsibilities:
- Proactively contact and build relationships with a portfolio of inactive clients to understand their needs and encourage them to resume trading.
- Execute reactivation campaigns and initiatives to persuade clients to redeposit and trade.
- Manage the full lifecycle of client reactivation, from initial contact to the first month of renewed trading activity, in line with the department's policies.
- Meticulously record all client interactions, status updates, and decisions within the company's CRM system.
- Collaborate closely with the Sales department to ensure a seamless handover of reactivated clients and manage the process for clients who may return to Retention.
- Provide accurate data for weekly and monthly reports, detailing reactivation rates, trading volumes, and revenue generated from your client portfolio.
- Adhere strictly to the client eligibility and assignment rules as defined in the Retention Department policy.
Requirements
- 4 years of extensive experience in Forex / Insurance / Real estate / Banking / Stock and Commodities Brokerage fields in the sales Department.
- Financial market knowledge in FX, Stocks, Commodities
- Technical and Fundamental Analysis
Skills & Competencies:
- Proven experience in a sales, retention, or customer success role, preferably within the financial services, forex, or fintech industry.
- A strong track record of meeting and exceeding targets in a KPI-driven environment.
- Excellent communication, negotiation, and interpersonal skills.
- Self-motivated and resilient, with the ability to handle rejection and persistently work towards goals.
- Strong organizational skills and a high level of attention to detail.
- Proficiency in using CRM software to manage and track client interactions.
- Ability to work independently and remotely while being a collaborative team player.
About the company
Zeal Group
Zeal Group is an award-winning FinTech organisation offering a variety of products. Founded in 2017, we have grown to a team of 700+ employees across the globe 🌎 Headquartered in London, UK, our offices and presence are spread across Europe, Asia, North & South Africa, Middle East and South America, with our Technology hub located in Cyprus and our Global Customer Service Hub located in Kuala Lumpur, Malaysia 🚀 We are a product and people focused company who are passionate about growth, innovative technology, and collaboration 🙌🏼
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