Retention Specialist

ISA Bullion UAE; Dubai; On-site; AED 167,000 - 279,000; Full time

Job summary

ISA Bullion UAE is seeking a results-driven Retention Specialist to strengthen client relationships, drive revenue growth and uncover new business opportunities in the precious metals sector. You will engage existing clients, reactivate dormant accounts and build lasting partnerships across communities.

Responsibilities include field sales, events, referrals, and CRM-driven outreach to maintain a high level of client satisfaction and retention.

Qualifications

• Minimum 5 years in B2C sales, client retention or relationship management.
• Experience in bullion, precious metals, wealth management, banking or investments.
• Proven track record of meeting or exceeding sales targets.
• Professional fluency in English; Arabic is an advantage.
• Based in UAE with valid residence visa (preferred).
• Available for external client meetings and weekend events.

Responsibilities

• Grow AUM across the existing client base and increase order frequency.
• Cross-sell silver to gold-only clients and reactivate dormant accounts.
• Build relationships with top clients through calls, meetings and events.
• Manage referrals, onboarding and monthly check-ins with partners.
• Conduct 8–10 face-to-face meetings per week with clients and warm leads.
• Run mall activations, events and webinars to attract new clients.
• Collaborate with marketing for testimonials and content.
• Keep HubSpot updated with calls, meetings and deals.

Skills

B2C sales experience

Relationship management

Phone sales

Client retention

English fluency

Tools

HubSpot CRM

Job description

ISA Bullion is looking for a results-driven Retention Specialist to strengthen client relationships, drive revenue growth, and develop new business opportunities within the precious metals industry.

We are seeking a proactive professional with strong relationship management and sales experience who can engage existing clients, reactivate dormant accounts, and build lasting partnerships.

Responsibilities

1. Core Retention & Revenue (Existing Clients)

• Grow AUM across the existing client base.
• Increase order frequency, moving one-off buyers to regular buying.
• Cross-sell silver to gold-only clients.
• Run monthly portfolio check-ins with key clients.
• Own client escalations end to end until resolved.

2. Client Engagement & Relationship Building

• Build personal relationships with top clients through calls, WhatsApp and meetings.
• Win back dormant clients with a clear reason to return.
• Mark key occasions (Eid, Diwali, National Day, birthdays) for top clients.

3. Referrals, Partnerships & New Business

• Ask every satisfied client for referrals and track each one by name.
• Manage referral and introducer partners: onboarding, monthly check-ins and payout follow-up.
• Pitch community leaders: Indian, Pakistani, Filipino and South African associations and business groups.
• Identify and build new partnerships that bring in qualified clients.

4. Field Sales & Meetings

• Conduct 8–10 face-to-face meetings per week.
• Balance meetings across top clients, warm leads and partners.

5. BTL Activities & Events

• Pitch ISA Bullion to communities and groups.
• Run mall activations and stalls at community events, school fairs, trade shows and gold expos.
• Host a monthly or quarterly "Gold Outlook" client session for 20–30 guests.
• Run webinars for clients who cannot attend in person.
• Cover two weekend days per month for events or community stalls.

6. Feedback & Insight

• Run customer and user survey calls and log responses in one shared sheet.
• Share recurring client feedback, requests and lost-deal reasons with the team.

7. Content & Social Proof

• Collect client testimonials, written and video, with consent.
• Drive Google reviews from satisfied clients.
• Pass real client questions to marketing for FAQ, blog and video topics.
• Share market updates through a client WhatsApp broadcast list.

8. Admin & CRM

• Keep HubSpot up to date: every call, meeting and deal stage logged.

How success is measured

• AUM growth from existing clients
• Dormant clients reactivated per month
• Referrals generated and converted
• Gold to silver conversions
• New funded accounts from events
• Face to face meetings per week
• Client churn

Requirements

• Minimum 5 years in B2C sales, client retention or relationship management
• Experience in bullion, precious metals, wealth management, banking, insurance or investment products
• Confident on the phone, with a proven record of meeting or exceeding sales targets
• Professional fluency in English. Arabic is an advantage.
• Based in the UAE with a valid residence visa (preferred)
• Available for external client meetings and weekend events
• A valid UAE driving licence is an advantage