Retention Specialist – Link Team (Whitelabel and OMS Business)

Binance is a prominent global blockchain ecosystem and is recognized for operating the world’s largest cryptocurrency exchange by trading volume and registered users. Trusted by over 280 million individuals across 100+ countries, Binance is known for its top-tier security measures, transparent user funds management, fast trading engine, deep liquidity, and diverse range of digital asset products. The organization offers various services spanning trading, finance, education, research, payments, institutional services, Web3 features, and more. Binance's vision is to leverage digital assets and blockchain technology to establish an all-encompassing financial ecosystem that promotes financial freedom and enhances financial accessibility on a global scale.

About the Role

We are looking for a proactive and detail-oriented Retention Specialist to join our Link Team/VIP and Institutional business division. As a Retention Specialist, your primary focus will be on cultivating strong relationships with existing clients to ensure high retention rates, enhance overall client satisfaction, and assist in driving business growth by managing operational and administrative tasks.

Responsibilities

• Nurture and manage relationships with current clients to optimize retention and satisfaction levels.
• Develop and implement retention campaigns and loyalty programs tailored to Link clients.
• Collaborate on cross-functional program management initiatives such as the Travel Rule, Fiat (Binance Connect), KYC modules, and periodic account reviews.
• Proactively identify potential churn risks by monitoring partner activity and user engagement and address them promptly.
• Coordinate with various teams like TechOps, Marketing, Customer Support, and Compliance to resolve partner issues and enhance service delivery levels.
• Handle day-to-day administrative duties related to partner accounts, including onboarding support, documentation, and compliance follow-ups.
• Monitor and report on retention metrics, offering insights and recommendations for continuous improvement.
• Act as a key contact point for clients, addressing operational queries and managing minor escalations.

Requirements

• 0-3 years of experience in client retention, account management, or customer success, preferably in brokerage.
• Proficiency in English and Mandarin to communicate effectively with overseas stakeholders.
• Familiarity with CRM tools.
• Previous experience working independently or in collaboration with a sales team.
• 3-5 years of experience in sales and client services with an international financial background in banking, investments, or FX sales.
• Strong communication skills, adaptability, excellent relationship management abilities, sales skills, and the capacity to perform effectively under pressure.
• Enthusiasm for cryptocurrencies with industry experience considered advantageous.

Why Binance

• Opportunity to shape the future with a globally renowned blockchain ecosystem.
• Collaborate with a team of top-tier professionals in a user-focused, global organization with a flat organizational structure.
• Engage in challenging and innovative projects independently with autonomy in a dynamic work environment.
• Foster professional growth and learning in a results-oriented workplace with ample career advancement opportunities.
• Competitive salary and comprehensive company benefits package.
• Work from home flexibility based on the nature of business team operations.

Binance upholds equal employment opportunities and values diversity in its workforce as a fundamental element of its success. By applying for a job at Binance, you acknowledge that you have reviewed and agreed to our Candidate Privacy Notice.