Retention Manager

AvaTrade; Kuala Lumpur; On-site; MYR 80,000 - 140,000; Full time

Job summary

AvaTrade is seeking a highly driven Retention Manager (Executive Level) in Kuala Lumpur to strengthen client relationships, activation, and long-term loyalty. You will work with Sales, Marketing, and Customer Support to ensure a seamless lifecycle experience across onboarding, engagement, and upsell initiatives.

The role emphasizes data monitoring, personalized communications, and premium servicing for high-value clients, while upholding regulatory and internal standards.

Qualifications

• Experience in customer retention and client relationship management in financial services.
• Ability to analyze customer data, identify trends, and produce actionable insights.
• Highly organized with strong follow-up discipline.
• Customer-first mindset and ability to handle diverse client personalities.
• Fluency in English; other regional languages are a plus.

Responsibilities

• Maintain client retention and engagement.
• Develop initiatives to improve retention and reduce churn.
• Build relationships through consistent engagement and personalized communication.
• Guide new leads through onboarding and activation of trading tools.
• Coordinate with sales, marketing, and support for seamless client experience.
• Monitor lifecycle metrics and prepare weekly/monthly reports.
• Identify upsell opportunities and promote educational or premium offerings.
• Develop VIP client strategies and maintain high service standards.
• Ensure compliance in all client communications.

Skills

Customer retention

Data analysis

Organizational skills

Customer-first mindset

English fluency

Tools

CRM tools

WhatsApp workflows

Automation systems

Trading platforms MT4/MT5

Job description

We are seeking for a highly driven Retention Manager (Executive Level) to strengthen

client relationships, improve customer activation, and enhance long-term loyalty. The

ideal candidate has strong communication skills, understands client psychology, and

can build structured engagement workflows that increase client satisfaction and

activity levels.

This role involves working closely with sales, marketing, and customer support teams to

ensure clients receive a seamless experience throughout their lifecycle.

Responsibilities

• 1. Client Retention & Engagement
• Develop and implement initiatives to improve customer retention and reduce churn.
• Build strong relationships with clients through consistent engagement and personalized communication.
• Address client inquiries and coordinate support when needed to ensure satisfaction.
• Guide new leads and clients through onboarding, account activation, and familiarisation of trading tools.
• Follow up with clients to ensure they understand platform features and available services.
• 3. Reactivation of Inactive Clients
• Identify clients who have become inactive and re-engage them through tailored
• Conduct follow-up and check-in calls/messages to understand their needs and encourage renewed activity.
• 4. Data Monitoring & Insights
• Track client lifecycle metrics, engagement patterns, and retention KPIs.
• Prepare weekly and monthly reports with insights and improvement recommendations.
• Segment clients based on behaviour, engagement, or account status to deliver personalized communication.
• Work with marketing to ensure clients receive relevant and valuable content.
• 6. Upselling & Value Enhancement
• Identify opportunities to introduce suitable products, services, or features to clients.
• Drive engagement in educational or premium support oƯerings.
• 7. VIP Client Development
• Support the growth of high-potential clients through premium service, priority response, and relationship building.
• Maintain high service standards for clients identified for tier upgrades.
• Coordinate with marketing, sales, customer support, and compliance to improve the overall customer experience.
• Work with product teams to communicate client feedback and suggest
• 9. Compliance & Service Excellence
• Ensure all client communication follows regulatory, compliance, and internal guidelines.
• Maintain professionalism and accuracy in every interaction.

Requirements

• 1.Experience in customer retention, client relationship management, financial services, or FX/CFD brokerage is an advantage.
• 3. Ability to analyze customer data, identify trends, and create actionable insights.
• 4. Highly organized with strong follow-up discipline.
• 5. Customer-first mindset with the ability to handle various client personalities.
• 6. Fluency in English; additional regional languages are an advantage.

Nice-to-have

• 7. Knowledge of trading platforms (MT4, MT5, WebTrader) or interest in learning.
• 8. Experience in CRM tools, WhatsApp communication flows, or automation systems.
• 9. Background working with VIP or high-value clients.