Retention Lead

Blueberry; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Blueberry is seeking a Retention Team Lead to drive customer loyalty and lead a high-performing team in Kuala Lumpur. This full-time position emphasizes customer engagement, performance coaching, and retention strategy development, requiring strong interpersonal and leadership skills.

Qualifications

• 3+ years in a Retention, Customer Success, or Sales role.
• 1-2 years in a leadership or supervisory role preferred.
• Prior experience in the Forex, CFD trading, or Financial Services industry.

Responsibilities

• Lead the retention team to drive customer loyalty and reduce churn.
• Engage proactively with at-risk customers to retain their business.
• Track and report on team KPIs and provide actionable insights.

Skills

Interpersonal skills

Coaching skills

Communication skills

Negotiation skills

Solution selling

Education

Degree in Marketing, Business, or relevant discipline

Tools

Salesforce

MS Office Suite

Job description

Introduction:

As the Retention Team Lead, you will play a pivotal role in driving customer loyalty, reducing churn, and developing a high-performing retention team. You’ll engage with existing clients, ensure their needs are met, and lead the team in delivering exceptional customer service. This role requires both strong client-facing capabilities and leadership acumen to coach, mentor, and drive your team toward achieving their retention targets.

Note: This role requires full-time onsite presence, 5 days a week, at our Kuala Lumpur office.

Description:

Key Accountabilities

Here are some common key accountabilities of a Team Lead in Sales:

Leadership & Team Development

• Provide day-to-day support, coaching, and performance feedback to Retention Agents.
• Motivate and empower team members to meet or exceed retention KPIs.
• Assist in onboarding and upskilling new team members.
• Act as a point of escalation for complex customer issues and support resolutions.
• Communicate goals, updates, and strategic direction clearly to the team.
• Promote a collaborative, learning-driven, and high-performance culture.
• Contribute to developing and refining retention strategies alongside management.
  
  
  

Customer Retention & Relationship Management

• Proactively engage with at-risk customers to understand concerns and retain their business.
• Build and maintain strong customer relationships, focusing on satisfaction and long-term loyalty.
• Offer tailored solutions, such as product adjustments or special offers, to meet individual client needs.
• Ensure a high standard of service is delivered across all customer touchpoints.
  
  
  

Sales Support & Revenue Growth

• Identify upsell or cross-sell opportunities and encourage team to do the same.
• Support sales targets through strategic retention efforts, helping convert churn risks into renewed opportunities.
• Leverage data and feedback to suggest improvements in product offerings or service delivery.
  
  
  

Operational & Reporting Responsibilities

• Track and report on team KPIs, identifying trends, gaps, and areas for improvement.
• Ensure all team members are using the CRM system correctly to log interactions and outcomes.
• Contribute to weekly and monthly business reviews with actionable insights.
• Maintain up-to-date knowledge of compliance, data protection, and ethical sales practices.
  
  
  

Expectations

• Individually and with Managers, ensure understanding and engagement with vision, purpose, and strategic and stakeholder considerations at Manager and Team levels.
• Demonstrate advanced levels of competence in leadership capabilities required of the position.
• Engage, support, motivate and develop capability and potential in others.
• Attract, retain, and develop talent to complement Blueberry’s values and behaviors.
• Reward and recognize good performance aligned to Blueberry’s values and goals and manage poor performance in a timely manner.
• Be an ambassador for Blueberry in the market; promote our interests and reputation.
• Follow our policies, procedures, and code of Ethics and Conduct.
• Protect our confidential information and intellectual property.
• Play an active role in your safety and the safety of others around you.
• Inspire confidence and urgency within the department and across the team for the delivery of timely, high-quality service to internal and external customers.
• Foster a culture of continuous improvement.
• Continuously drive agility and flexibility in responding to market and industry changes.
  
  
  

Skills and Experiences:

Qualifications

• Marketing, Business or relevant disciple desirable.
  
  
  

Experience

• 3+ years in a Retention, Customer Success, or Sales role with a track record of performance.
• 1-2 years in a leadership, supervisory, or mentoring role preferred.
• Prior experience in the Forex, CFD trading, or broader Financial Services industry is essential.
• Strong interpersonal, coaching, and communication skills.
• Demonstrated success in customer negotiation, objection handling, and solution selling.
• Experience working in Financial Services, Trading, or Banking industry highly desirable.
• Proficiency with CRM systems (e.g., Salesforce) and MS Office Suite.