Senior Account Manager

The Senior Account Manager (Retention) in the forex industry is a pivotal role dedicated to maintaining and enhancing relationships with existing traders and clients. This position focuses on providing personalized service to retain high-value clients, ensuring their continued engagement with the trading platform and services. The role combines expert knowledge of the forex market with exceptional communication and problem-solving skills to deliver a world-class client experience and drive revenue growth through retention strategies.

Duties and Responsibilities:

• Actively promote the company’s products and ensuring a high level of customer service. As a retention agent, you should be responsible for retaining customers and improving customer satisfaction.
• Provide users with relevant consulting services and handle problems and complaints through both telephone and online channels.
• Monitor individual and team performance to consistently meet and exceed KPIs and sales targets, demonstrating a commitment to excellence in all aspects of the role.
• Maintain good relationships and build strong client support through ongoing engagement and develop quality service to clients.
• Monitor the team's productivity and efficiency, ensuring optimal and effective allocation of resources.
• Maintain and enhance the consistency of sales service performance standards and benchmarks through ongoing improvements.
• Ability to maintain, develop, and convert individual and team client portfolios while ensuring long-term retention and growth.
• Improving the operations of Sales, Support, and Marketing teams involves overseeing their day-to-day activities, optimizing processes, and ensuring alignment with the organization's goals.
• Acts as a brand ambassador for EC Markets & provide effective leadership to their team.
• Stay updated on financial market trends and communicate market updates to clients clearly and effectively.
• Follow the company’s compliance policies and procedures with regards to processing client documentation and other relative matters.
• To assist existing client with excellent customer service and building a long-term client relationship. It is important to know all the features and benefits of all products, services, promotions, bonuses, and trading systems offered to better educate the client
• To ensure that all up-selling and cross-selling opportunities are capitalised upon
• Provide direction and guidance to clients for using the Company's trading system

Qualifications:

• At least 2-4 years of experience as sales/retention teams in the financial services industry
• University/College Degree or Professional/Industry qualification in related field
• Profound/intermediate knowledge about CFDs, Equities, Cypto-Currency market
• Proficiency in English (both written and verbal).
• Computer literate, good capacity of Microsoft Office applications.
• Proven ability to negotiate effectively with clients to achieve favourable outcomes.
• Exception skills in negotiation and persuasion
• Ability to deal with Introducing brokers (IBs) for business development and growth
• Dynamic, innovative and target driven.
• Ability to work independently and taking the initiative to expand the client base.
• Ability to work to handle high-pressure and fast-paced environment.
• Fluency in English is a MUST, Hind/Urdu (Native proficiency), French B-Level
• Working on Site (Mauritius)

Benefits:

• Competitive salary and performance-based incentives.
• Professional development and training opportunities.
• Collaborative and innovative team environment.