Head of Retention Operations for 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.