Retention Specialist
Role Overview
Strengthen client relationships, grow revenue, and develop business opportunities in the precious metals industry.
Engage existing clients, reactivate dormant accounts, and build lasting partnerships.
Key Skills for This Role
Full Job Posting
Role overview
Strengthen client relationships, grow revenue, and develop business opportunities in the precious metals industry.
Engage existing clients, reactivate dormant accounts, and build lasting partnerships.
Retention and client relationships
- Grow assets under management and increase order frequency among existing clients.
- Cross-sell silver to gold-only clients and hold monthly portfolio check-ins with key clients.
- Own client escalations through resolution and win back dormant clients.
- Build personal relationships with top clients through calls, WhatsApp, meetings, and key-occasion recognition.
Referrals, partnerships, and field sales
- Ask satisfied clients for referrals and track each referral by name.
- Manage introducer partners, including onboarding, monthly check-ins, and payout follow-up.
- Pitch community leaders, associations, and business groups; build partnerships that bring qualified clients.
- Conduct 8–10 face-to-face meetings per week across top clients, warm leads, and partners.
Events and client insight
- Run mall activations and stalls at community events, school fairs, trade shows, and gold expos; cover two weekend days per month.
- Host monthly or quarterly Gold Outlook sessions for 20–30 guests and run webinars for clients unable to attend in person.
- Conduct customer and user survey calls, log responses in a shared sheet, and share recurring feedback, requests, and lost-deal reasons.
Content and CRM
- Collect written and video testimonials with client consent and encourage Google reviews.
- Share real client questions with marketing for FAQ, blog, and video topics; send market updates through a client WhatsApp broadcast list.
- Keep HubSpot updated with every call, meeting, and deal stage.
Requirements
- At least five years in B2C sales, client retention, or relationship management.
- Experience in bullion, precious metals, wealth management, banking, insurance, or investment products.
- Confident on the phone, with a proven record of meeting or exceeding sales targets.
- Professional fluency in English; Arabic is an advantage.
- UAE base and a valid residence visa are preferred; a valid UAE driving licence is an advantage.
- Available for external client meetings and weekend events.
Success measures
Success is measured by existing-client AUM growth, order frequency, dormant-client reactivation, referrals, gold-to-silver conversions, event-funded accounts, weekly face-to-face meetings, and client churn.
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