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Retention Specialist - Link Team (Whitelabel and OMS Business) - 6 months contract
Binance
Earth
Posted 6+ months ago
Binance is a leading global blockchain ecosystem behind the world’s largest cryptocurrency exchange by trading volume and registered users. We are trusted by over 280 million people in 100+ countries for our industry-leading security, user fund transparency, trading engine speed, deep liquidity, and an unmatched portfolio of digital-asset products. Binance offerings range from trading and finance to education, research, payments, institutional services, Web3 features, and more. We leverage the power of digital assets and blockchain to build an inclusive financial ecosystem to advance the freedom of money and improve financial access for people around the world.
About the Role
We are seeking a proactive and detail-oriented Retention Specialist to join our Link Team/VIP and Institutional business team. In this role, you will focus on maintaining strong relationships with our existing clients, ensuring high retention rates, and supporting operational and administrative tasks that contribute to overall client satisfaction and business growth.
Responsibilities
- Manage and nurture relationships with current clients to maximize retention and satisfaction.
- Improving and implementing retention campaigns and loyalty programs tailored to Link clients.
- Assist in cross-functional program management (such as Travel Rule, Fiat (Binance Connect), KYC modules and periodic reviews of accounts).
- Monitor partner activity and user engagement to identify potential churn risks and proactively address them.
- Coordinate with cross-functional teams (e.g., TechOps, Marketing, Customer Support, Compliance) to resolve partner issues and improve service delivery.
- Handle day-to-day administrative tasks related to partner accounts, including onboarding support, documentation, and compliance follow-ups.
- Track and report on retention metrics, providing insights and recommendations for continuous improvement.
- Serve as a point of contact for clients regarding operational queries and minor escalations.
Requirements
- 0-3 years of experience in client retention, account management, or customer success, preferably in brokerage
- Language requirement, English & Mandarin is required to be able to coordinate with overseas stakeholders
- Familiar with the use of a CRM tool
- Worked autonomously within or with a sales team
- Client portfolio including institutional clients, HNW individuals, prop trading firms, private bank customers with brokers, futures institutions or commercial banks and etc
- Strong communication, ability to be flexible in a variety of situations, excellent relationship maintenance and sales skills, able to work under pressure
- Passionate about crypto. Industry experience would be of an advantage
Why Binance
• Shape the future with the world’s leading blockchain ecosystem
• Collaborate with world-class talent in a user-centric global organization with a flat structure
• Tackle unique, fast-paced projects with autonomy in an innovative environment
• Thrive in a results-driven workplace with opportunities for career growth and continuous learning
• Competitive salary and company benefits
• Work-from-home arrangement (the arrangement may vary depending on the work nature of the business team)
Binance is committed to being an equal opportunity employer. We believe that having a diverse workforce is fundamental to our success.
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