Job Detail

Retention Officer

📍 Location: London
💼 Employment Type: Full-Time
💰 Salary: £35,000pa

Responsibilities:

Build lasting relationships with clients by understanding their trading goals, risk appetite, and knowledge level, then tailoring your support accordingly
Deliver timely market insights that help clients make informed decisions, drawing on technical and fundamental analysis across instruments
Own client issues end-to-end, coordinating across trading ops, compliance, and product teams to resolve problems quickly and prevent repeat friction
Train new clients on platform features and trading tools, turning onboarding into a moment that builds confidence and loyalty
Drive retention and reactivation through proactive outreach, strategic follow-ups, and personalized engagement that shows clients we’re invested in their success
Hit monthly targets for client satisfaction, portfolio activity, and retention metrics, while maintaining the quality of every interaction
Spot patterns in client feedback and surface insights to product and ops teams, helping Capital.com evolve based on real trader needs

Fluent in German (Italian is a strong plus): you can explain complex trading concepts clearly and build rapport naturally across Swiss markets
Understanding of CFD trading, financial markets, and risk: whether from hands-on trading, client-facing roles in fintech, or adjacent experience that translates directly
Analytical and problem-solving ability that connects client behavior, market conditions, and platform usage to uncover what’s really driving retention or churn
Clear communicator in writing and conversation: you explain, persuade, and de-escalate with equal skill, adapting your tone to the client and the moment
Proven collaboration across functions: you work with trading ops, compliance, product, and sales to get things done for clients without losing momentum
Self-motivated and target-driven, but grounded enough to balance commercial goals with doing what’s genuinely right for the client
Comfortable with shift rotation (morning/afternoon): and the rhythm of global trading hours. You know markets don’t stop, and neither does client need
Ownership mindset: you don’t wait to be told what to do. You see what needs fixing, you prioritize, and you act
Advanced Excel skills (bonus): data analysis, client segmentation, and performance tracking help you work smarter, not just harder