Account Manager

AvaTrade; Kuala Lumpur; On-site; MYR 70,000 - 90,000; Full time

Job summary

A financial services company seeks a Retention Manager/Account Manager in Kuala Lumpur to enhance client relationships and improve customer loyalty. The ideal candidate will excel in managing client communication, analyzing customer data, and implementing strategies to boost retention. This role involves collaboration with various teams to ensure a premium client experience. Competitive compensation, performance-based incentives, and opportunities for career growth are offered.

Benefits

Competitive compensation

Performance-based incentives

Medical insurance coverage

Company trips or annual events

Qualifications

• Proven experience in customer retention, client relationship management, financial services, or FX/CFD brokerage.
• Strong senior-level communication skills (verbal & written).
• Ability to analyze customer data, identify trends, and translate insights into strategic actions.
• Highly organized, proactive, and execution-oriented.

Responsibilities

• Lead initiatives to improve customer retention and reduce churn.
• Build and maintain strong, long-term relationships with clients.
• Serve as a point of contact for client needs and ensure high satisfaction.
• Monitor client lifecycle metrics, engagement patterns, and retention KPIs.
• Prepare reports with actionable insights and strategic improvement recommendations.

Skills

Customer retention

Client relationship management

Strong communication skills

Data analysis

Organizational skills

Customer-first mindset

Job description

We are seeking a highly driven Retention Manager/ Account Manager to strengthen client relationships, improve customer activation, and enhance long‑term loyalty. The ideal candidate is a senior‑level professional with strong communication skills, a deep understanding of client psychology, and the ability to lead structured engagement workflows that increase client satisfaction and activity levels.

This role involves working closely with sales, marketing, customer support, product, and compliance teams, acting as a key stakeholder to ensure clients receive a seamless, premium experience throughout their lifecycle.

Responsibilities

• Lead the development and execution of initiatives to improve customer retention and reduce churn.
• Build and maintain strong, long‑term relationships with clients through consistent, high‑quality, and personalized engagement.
• Serve as a senior point of contact for client needs, coordinating support and resolution to ensure high satisfaction levels.
• Oversee onboarding and activation processes for new leads and clients, ensuring smooth familiarization with trading tools and services.
• Proactively follow up with clients to ensure understanding and optimal use of platform features and available services.
• Identify inactive or low‑engagement clients and lead tailored reactivation strategies.
• Conduct strategic follow‑ups to understand client needs and drive renewed activity.
• Monitor client lifecycle metrics, engagement patterns, and retention KPIs.
• Prepare weekly and monthly reports with actionable insights and strategic improvement recommendations.
• Define and manage client segmentation based on behaviour, engagement, and account value.
• Work closely with marketing to ensure clients receive relevant, personalized, and value‑driven communication.
• Identify and execute opportunities to introduce suitable products, services, or premium features to clients.
• Drive engagement in educational offerings and value‑added services.
• Lead the development and management of high‑potential and VIP clients through premium service and relationship building.
• Maintain exceptional service standards for clients identified for tier upgrades.
• Act as a key stakeholder coordinating with marketing, sales, customer support, product, and compliance teams to enhance the overall client experience.
• Communicate structured client feedback and insights to internal stakeholders.
• Ensure all client communication adheres to regulatory, compliance, and internal guidelines.
• Maintain the highest standards of professionalism and service excellence in every interaction.

Requirements

• Proven experience in customer retention, client relationship management, financial services, or FX/CFD brokerage (strong advantage).
• Strong senior‑level communication skills (verbal & written).
• Ability to analyze customer data, identify trends, and translate insights into strategic actions.
• Highly organized, proactive, and execution‑oriented with strong follow‑up discipline.
• Customer‑first mindset with the ability to manage diverse client profiles.
• Fluency in English; additional regional languages are an advantage.

What We Offer

• Competitive compensation with performance‑based incentives.
• Opportunity to work in a fast‑growing SEA financial market.
• Clear career growth path into senior client management, VIP, or strategic roles.
• Medical insurance coverage.
• Company trips or annual events.