Johannesburg: Head of Retention – South Africa posted by RMG Talent

PLEASE DO NOT APPLY IF YOU HAVE NOT WORKED IN A FOREX COMPANY 

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