We are looking for a Head of Retention Operations to build and launch a new retention-focused office in Romania for an international Forex / FX trading organisation. This is a hands-on leadership role with full ownership of operations, people management, performance, and delivery. The successful candidate will be responsible for setting up the office from scratch (or scaling an existing base), hiring and managing retention teams, and embedding strong KPIs and performance culture from day one.

⚠️ This role is aimed for Forex Retention leaders.

Responsibilities

• Establish and launch a new Retention operations office in Romania

• Take full ownership of local operations, administration, and people management

• Hire, onboard, and manage Retention Agents and Team Leaders

• Ability to integrate or bring an existing retention team is a strong advantage

• Define, implement, and monitor retention workflows, KPIs, and performance standards

• Build and maintain a high-performance, results-driven retention culture

• Manage day-to-day operational needs typical of a start-up office environment

• Coordinate closely with senior management and global stakeholders

• Track performance metrics and provide regular reporting on retention results

Requirements

• Proven experience in Forex / FX retention operations

• Demonstrated experience opening and running a retention office or building a retention operation from scratch

• Strong background in call-centre based retention environments

• Proven leadership experience managing Retention teams and KPIs

• Ability to bring an existing retention team or a clear, proven history of doing so

• Strong people leadership, coaching, and performance management skills

• Comfortable handling hands-on operational tasks, especially during the launch phase

• Fluent English (mandatory)

• Based in Romania or able to relocate immediately

Benefits

• Senior leadership role with full ownership of a new operation

• Direct exposure to international senior management

• Performance-driven environment with strong growth potential

• Opportunity to build and scale a long-term retention function within a global group

DE&I

We value diversity, equity, and inclusion in our workplace. We encourage applications from talented individuals of all backgrounds, experiences, and identities. Your unique skills and perspectives will contribute to smarter decision-making and stronger outcomes for our stakeholders and clients. Bring your authentic self and be part of our journey.