Head of Retention Operations - Forex
Job Overview
We are looking for a Head of Retention Operations to build and launch a new retention-focused office in Romania for an international Forex / FX trading organisation. This is a hands-on leadership role with full ownership of operations, people management, performance, and delivery. The successful candidate will be responsible for setting up the office from scratch (or scaling an existing base), hiring and managing retention teams, and embedding strong KPIs and performance culture from day one.
⚠️ This role is aimed for Forex Retention leaders.
Responsibilities
Establish and launch a new Retention operations office in Romania
Take full ownership of local operations, administration, and people management
Hire, onboard, and manage Retention Agents and Team Leaders
Ability to integrate or bring an existing retention team is a strong advantage
Define, implement, and monitor retention workflows, KPIs, and performance standards
Build and maintain a high-performance, results-driven retention culture
Manage day-to-day operational needs typical of a start-up office environment
Coordinate closely with senior management and global stakeholders
Track performance metrics and provide regular reporting on retention results
Requirements
Proven experience in Forex / FX retention operations
Demonstrated experience opening and running a retention office or building a retention operation from scratch
Strong background in call-centre based retention environments
Proven leadership experience managing Retention teams and KPIs
Ability to bring an existing retention team or a clear, proven history of doing so
Strong people leadership, coaching, and performance management skills
Comfortable handling hands-on operational tasks, especially during the launch phase
Fluent English (mandatory)
Based in Romania or able to relocate immediately
Benefits
Senior leadership role with full ownership of a new operation
Direct exposure to international senior management
Performance-driven environment with strong growth potential
Opportunity to build and scale a long-term retention function within a global group
DE&I
We value diversity, equity, and inclusion in our workplace. We encourage applications from talented individuals of all backgrounds, experiences, and identities. Your unique skills and perspectives will contribute to smarter decision-making and stronger outcomes for our stakeholders and clients. Bring your authentic self and be part of our journey.