RUSSIAN-SPEAKING CUSTOMER RETENTION & CRM MANAGER

RUSSIAN-SPEAKING CUSTOMER RETENTION \& CRM MANAGER

Forex / Trading \| Dubai, UAE

Location: Dubai, UAE

Position: Full-time

Salary: AED 7,000–9,000 + performance bonus Russian: Fluent / Native — MANDATORY

English: Basic / conversational is an advantage

ABOUT THE ROLE

We are looking for a Russian-speaking Customer Retention \& CRM Manager to join our growing Forex/Trading business in Dubai.

This is a client relationship and retention position focused primarily on our Russian-speaking customer base.

You will be responsible for maintaining strong relationships with existing and former clients, managing our CRM, understanding why clients become inactive, collecting customer feedback and developing a structured system for customer retention and reactivation.

This is not a cold-calling sales position.

We are looking for someone who genuinely enjoys communicating with people, understands customer psychology, is highly organized and knows how to build long-term client relationships.

YOUR RESPONSIBILITIES

CUSTOMER RELATIONSHIP MANAGEMENT

• Communicate with Russian-speaking clients on a regular basis.
• Build and maintain long-term relationships with clients.
• Follow up with clients professionally and consistently.
• Understand client needs, concerns and expectations.
• Maintain a complete history of client communication.
• Handle customer questions and concerns professionally.
• Escalate relevant issues to management or the appropriate department.

CRM MANAGEMENT

• Manage and maintain the company’s CRM system.
• Organize clients into different stages:

Lead → New Client → Active → At Risk → Inactive → Former → Reactivated

• Keep customer information accurate and up to date.
• Track every important interaction.
• Schedule and manage follow-ups.
• Create client segments.
• Prepare weekly and monthly CRM reports.

CUSTOMER RETENTION \& REACTIVATION

One of the main responsibilities will be understanding why clients stop using the service and identifying opportunities to improve retention.

You will:

• Identify inactive and at-risk clients.
• Contact former clients to understand why they stopped.
• Conduct structured customer feedback interviews.
• Send customer satisfaction surveys.
• Categorize reasons for churn.
• Identify clients who are open to continuing the relationship.
• Create personalized follow-up strategies.
• Track reactivation results.

CUSTOMER FEEDBACK \& ANALYSIS

You will help management understand:

• Why clients leave.
• What clients like or dislike.
• What problems occur repeatedly.
• What causes clients to lose trust.
• What can be improved in the customer experience.
• Which clients are most likely to remain long-term.

You will turn customer conversations into actionable insights for the business.

REPORTING

Prepare regular reports covering:

• Active clients
• Inactive clients
• Former clients
• At-risk clients
• Reactivated clients
• Retention rate
• Churn rate
• Main reasons for customer loss
• Customer feedback
• Follow-up results

REQUIREMENTS

MUST HAVE

Fluent/native Russian — mandatory

• 2+ years of experience in Customer Success, Customer Retention, CRM, Account Management, Client Relations or a similar position.
• Excellent communication skills in Russian.
• Strong interpersonal skills.
• Ability to build trust and long-term relationships.
• Strong organizational skills.
• Attention to detail.
• Ability to work with CRM systems.
• Good knowledge of Excel / Google Sheets.
• Ability to analyze customer data.
• Professional and confident communication style.
• High level of confidentiality and responsibility.

A STRONG ADVANTAGE

• Experience in Forex / CFD / Trading / Fintech / Banking / Financial Services.
• Experience with HubSpot, Pipedrive, Salesforce or similar CRM.
• Previous experience in customer retention or reactivation.
• Experience working with Russian-speaking clients.
• Experience with customer surveys and feedback analysis.
• Experience working with international customers.

WHO WE ARE LOOKING FOR

The ideal candidate is someone who:

✓ Speaks Russian fluently or natively✓ Loves communicating with people✓ Is emotionally intelligent and empathetic✓ Can have difficult conversations professionally✓ Is highly organized✓ Thinks analytically✓ Takes initiative without being asked✓ Understands customer behavior✓ Can work independently✓ Is comfortable working with numbers and CRM systems✓ Wants to grow with the company

We are not looking for someone who simply sends standard messages to clients.

We are looking for someone who can understand:

Why did this client leave?Can we prevent this from happening again?What can we improve?Is this client open to continuing the relationship?

IMPORTANT

This position is focused on CRM, customer relationships, retention, feedback and customer experience.

The role does not involve providing unauthorized financial advice, guaranteeing returns or pressuring clients to deposit or invest funds.

All client communication must follow the company’s policies and applicable regulatory requirements.

WHAT WE OFFER

AED 7,000–9,000 monthly salary

Performance bonus

Dubai-based position

International working environment

Opportunity to grow within a developing company

Direct communication with management

Opportunity to build the company’s customer retention system from the ground up

HOW TO APPLY

Please send us:

• CV
• Short introduction about yourself
• Your previous experience with CRM / Customer Success / Client Relations
• Your experience with Forex, trading or fintech, if any
• Your salary expectations
• Your availability to start
• Your current location in Dubai

Please note: Fluent Russian is mandatory for this position.

Only shortlisted candidates will be contacted.

Pay: From AED7,000.00 per month

Work Location: Remote