Head of Retention - South Africa

RMG Talent; Johannesburg; On-site; ZAR 500 000 - 600 000; Full time

Job summary

A leading Forex brokerage in Johannesburg seeks a Head of Retention Desk to lead retention operations across markets. This role demands proven experience in Forex, focusing on increasing client lifetime value, managing retention teams, and ensuring regulatory compliance. The ideal candidate will demonstrate success in revenue growth and have hands-on experience with CRM systems. A competitive salary and relocation package are offered for the right candidate, along with opportunities for career growth within the organization.

Benefits

Competitive salary

Performance-based bonus

Relocation package

Long-term career growth

Modern office environment

Qualifications

• Proven experience as Head of Retention or similar role in Forex brokerage.
• Demonstrated success in revenue growth and churn reduction.
• Strong management skills in a target-driven environment.

Responsibilities

• Lead and grow the retention desk across multiple regions.
• Develop strategies to increase client lifetime value and reduce churn.
• Monitor performance metrics and produce management reports.

Skills

Leadership

Analytical skills

CRM system proficiency

Regulatory compliance knowledge

Fluent English

Tools

MT4

MT5

Job description

Location: Johannesburg (Joburg), South Africa – office-based
Relocation: Available for the right candidate
Industry: Regulated Forex / CFD Trading
Employment Type: Full-Time

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.

Responsibilities

• 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

Qualifications

• 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

• Competitive salary and performance‑based bonus structure
• Relocation package for the right candidate
• Opportunity to work with a well‑established, regulated global brokerage with offices worldwide
• Long‑term career growth within an international organization
• Modern office environment in Johannesburg