Head of Retention Operations

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.