Retention Officer (German)

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 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.