Head of Retention Operations
Job Overview
David Kennedy Recruitment is working with well-stablished FX company that is looking to recruit Head of Retention Operations to join their team in either Bucharest or Cluj Napoca.
Position: Head of Retention Operations
Location: Bucharest OR Cluj Napoca, Romania
Work model: on-site
Employment type: Full-time.
Duties & Responsibilities
Establish and launch a new retention-focused office in Romania
Lead all local operational, administrative, and people management activities
Hire, onboard, and manage retention teams, ideally including an existing team
Ensure retention workflows, KPIs, and performance standards are met
Build and maintain a strong performance-driven culture
Coordinate closely with senior management and global offices
Monitor results and provide regular performance reporting.
Requirements
Proven experience setting up and managing new offices in Forex or financial services
Strong hands-on background in FX retention operations
Deep understanding of call centre structures, KPIs, and client retention strategies
Demonstrated leadership experience managing Retention teams
Ability to bring an existing retention team is a strong advantage
Fluency in English
Based in Romania or willing to relocate immediately.
Benefits
Senior leadership role with full ownership of a new operation
Strong earning potential through performance-based structure
Direct support from an international management team
Long-term growth opportunities within a global regulated group.