[Hiring] Client Services Manager @weltrade

Role Description

In this role, you will join our Client Services function, a performance-driven, client-obsessed group dedicated to protecting trader trust and increasing long-term value across our VIP portfolio in the African region. Your mission is to act as the single point of contact for VIP and high-potential clients—resolving complex requests with speed and precision—while actively upgrading eligible clients to VIP status and reactivating low-activity accounts. Your core challenge is balancing premium service with commercial outcomes: growing deposits and trading activity without compromising compliance, accuracy, or discretion. Your work directly impacts retention, lifetime value, and Weltrade’s reputation for trading in the region.

What you’ll do

• VIP Client Relationship Management: Build and maintain strong, long-term relationships with high-value clients, providing personalised communication and proactive support.
• Client Retention: Stay in touch with existing clients, understand reasons for reduced engagement with the service, and share insights with the relevant teams.
• Client Needs: Understand clients’ experience and service needs to provide relevant support.
• Client Portfolio: Monitor service quality across the assigned VIP portfolio and flag issues early.
• Client Feedback: Collect client feedback, identify pain points, and communicate opportunities for improving the client experience.
• Industry Awareness: Follow trends in the local trading or fintech space to understand client expectations.
• Support does not include personal financial advice.

Qualifications

• 2+ years of experience in VIP account management, sales, relationship management, business development, or client retention.
• Proven experience managing high-value clients.
• Experience working with international clients across different markets and cultures.

Requirements

• Excellent negotiation skills.
• Ability to confidently initiate conversations and proactively follow up with existing clients.
• Strong understanding of the client lifecycle and retention.
• Ability to take ownership of portfolio service quality.
• Confidence in handling client concerns and complaints.
• Excellent verbal and written communication skills.
• Ability to establish trust and build relationships with high-net-worth and demanding clients.
• Confident telephone communication skills.
• Ability to adapt communication style to different client personalities, cultures, and expectations.
• High emotional intelligence and strong interpersonal skills.
• Highly proactive, ambitious, and result-oriented.
• Strong ownership and accountability for assigned client portfolios.
• Confident and consistent in client communication and follow-ups.
• Resilient and comfortable working with challenging clients.
• Analytical mindset with the ability to identify service improvements through client data.
• Ability to work independently and prioritise tasks effectively.

Languages

• English B2+ or higher.

Nice to have

• Experience in Forex, CFD, cryptocurrency, or online trading.
• French and/or Portuguese.

Benefits

• Remote-First Flexibility, allowing you to work within a truly global environment while maintaining ownership of your schedule and outcomes.
• Ownership & Impact, with direct influence on one of Weltrade’s most important revenue-generating product domains.
• Wellbeing & Leave Allowance, including paid vacation, sick leave, public holidays, and a culture that supports sustainable high performance.

Recruitment Process

• Application Review
• HR Interview
• Technical Interview
• Final Interview
• Offer