Job Description

About the company:   

The company is an established global broker that specializes in providing comprehensive trading experience for clients worldwide. It offers a wide range of financial products, including forex, metals, indices, commodities, and cryptocurrencies. With advanced trading technology, competitive pricing, and robust customer support, the company enables traders to access global markets efficiently. Its platform is designed for both new and experienced traders, offering high-performance tools, educational resources, and multilingual support. Committed to transparency and client success, the company has built a reputation for reliability and quality service in the trading industry. 

Roles & Responsibilities:   

Position Purpose: As a Key Account Specialist in the retail services department, your primary role is to support growth in the ANZ market by acquiring new clients and strengthening relationships with existing ones to enhance client retention. 

• Oversee conversion performance for the ANZ market, ensuring high-quality client acquisition. 
• Manage the entire client conversion experience to boost the New-to-Client (NTC) conversion rate. 
• Proactively engage all leads promptly to enhance engagement rates and secure successful conversions. 
• Drive quality conversions that naturally lead to second deposits and active trading. 
• Address client complaints in line with internal policies, providing compliant responses as needed. 
• Assist clients in overcoming initial trading challenges, including registration, verification, deposits, and platform navigation. 
• Collaborate with internal teams to enhance the onboarding process and ensure a positive lifetime customer experience. 
• Take responsibility for retention and churn management in English-speaking markets. 
• Manage the complete client retention journey to reduce churn rates and maximize customer lifetime value. 
• Engage strategically with different customer segments to optimize the productivity of the overall client portfolio. 
• Increase customer lifetime value by providing tailored offers and nurturing existing relationships. 
• Reactivate dormant customers, fostering renewed engagement in the market. 
• Work closely with the marketing team to create campaigns aimed at reducing churn and increasing customer lifetime value. 
• Understand the full customer and partner lifecycle, collaborating with commercial teams to provide a cohesive and rewarding customer journey. 
• Ensure compliance with risk and regulatory guidelines while maintaining a high standard of customer experience. 

All staff are expected to:  

• Contribute to the efficient and effective operation of their department or team to achieve the company's objectives, demonstrating appropriate workplace behaviours as outlined in the Code of Conduct, assisting colleagues when needed, and undertaking additional responsibilities as directed by their reporting manager. 
• Participate in the annual Talent Review Process, which includes evaluating their performance against set operational and performance objectives. 
• Carry out their duties in a way that supports continuous improvement. 
• Read, understand, and adhere to the company's policies and procedures. 
• Engage in risk management processes, including identifying, analysing, and assessing potential risks that could impact the company. 
• Complete all mandatory training and ensure compliance with regulatory requirements and the company's policies and procedures. 
• Demonstrate an understanding of anti-discrimination, work health and safety principles, and relevant legislation, and actively contribute to the implementation of equal employment opportunity and work health and safety initiatives.