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Retention Officer en Capital

Capital · London, Reino Unido · Hybrid

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Description

We are a leading trading platform that is ambitiously expanding to the four corners of the globe. Our top-rated products have won prestigious industry awards for their cutting-edge technology and seamless client experience. We deliver only the best, so we are always in search of the best people to join our ever-growing talented team.

You'll be the bridge between Capital.com and our Swiss client base in one of the most sophisticated CFD markets in Europe. As we scale our presence across Switzerland, this role exists to turn first-time traders into long-term partner, by delivering market insight, solving problems fast, and building trust that lasts.

You will focus on understanding what they need before they ask, and proving that Capital.com is the platform they can grow with. Right now, retention is growth, and you'll be at the center of it.

Responsibilities:

  • Build lasting relationships with Swiss 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.

    • Requirements:

  • Fluent in French and/or 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.

    • Additional Information

    What you will get in return:

    • Competitive Salary: We believe great work deserves great pay! Your skills and talents will be rewarded with a salary that makes you feel valued and motivated.
    • Work-Life Harmony: Join a company that genuinely cares about you - because your life outside of work matters just as much as your time on the clock. #LI-Hybrid
    • Generous Time Off: Need a breather? Our annual leave policy lets you recharge and enjoy life outside of work without a worry.
    • Employee Referral Program: Love working here? Share the love! Bring your talented friends on board and get rewarded for growing our awesome team.
    • Comprehensive Health & Pension Benefits: From medical insurance to pension plans, we’ve got your back. Plus, location-specific benefits and perks!
    • Workation Wonderland: Live your digital nomad dreams with 30 extra days to work remotely from anywhere in the world (some restrictions apply). Adventure awaits!
    • Volunteer Days: Make a difference! Take two additional paid days each year to support causes you care about and give back to the community.



    Be a key player at the forefront of the digital assets movement, propelling your career to new heights! Join a dynamic and rapidly expanding company that values and rewards talent, initiative, and creativity. Work alongside one of the most brilliant teams in the industry.
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