New Business Specialist (Acquisition and Retention)

Location: Nairobi Workplace: hybrid Capital.com is a global trading and investing platform operating across regulated markets worldwide. Capital.com Kenya is a regulated online forex and trading services to clients in Kenya, acting as a compliant counterparty and providing onboarding, execution, and client support in line with CMA requirements. The New Business Specialist (Client Acquisition and Retention) is responsible for guiding prospective and newly approved clients through the critical early stages of their trading journey. The role focuses on converting approved applications into active and engaged client relationships by removing onboarding friction, supporting account funding, introducing clients to the platform and guide clients on how to usebthe platform to place their trades. Responsibilities: The New Business Specialist will be responsible for delivering a smooth, responsive and commercially effective onboarding experience that helps new clients become confident and active users of Capital.com’s platform. Manage the client journey from approved application through account funding, first trade and early-stage engagement, with an appropriate handover to the Premium Client Manager where relevant. Proactively contact newly approved clients to welcome them, understand any barriers to activation and guide them through the next steps in their onboarding journey. Support the conversion of approved applications into funded and active accounts by reducing friction, answering process and platform-related questions and coordinating the resolution of outstanding matters. Introduce new clients to Capital.com’s platform features, trading tools, risk-management functionality and educational resources through clear and practical onboarding support. Help clients build confidence in using the platform while ensuring all communications remain fair, balanced, accurate and within the boundaries of a non-advisory service. Drive early client engagement and retention through proactive outreach, structured follow-ups and personalised communication that demonstrates Capital.com’s commitment to the client experience. Identify clients whose onboarding has stalled or who have become inactive and conduct appropriate re-engagement and reactivation activity. Identify clients who may benefit from a higher-touch relationship and coordinate an effective handover to the Premium Client Manager, where appropriate. Maintain accurate and complete CRM records, including client interactions, onboarding status, follow-ups, activation progress and agreed actions. Work closely with Compliance, Operations, Customer Support, Marketing and the Premium Client Manager to resolve client matters and improve the end-to-end onboarding experience. Provide structured feedback on recurring client questions, onboarding obstacles, platform usage and reasons for non-activation to support continuous process improvement. Support approved client webinars, platform demonstrations, seminars, events and other engagement initiatives where required. Maintain a strong understanding of financial markets, competitor activity and Capital.com’s product and service offering. Requirements: 1–2 years’ experience in client onboarding, customer success, account management, business development, sales support, or a related financial-services environment. Bachelor’s degree or relevant recognised qualification in Commerce, Business Management, or a related field. Eligibility to be appointed and registered as a CISI member and done CISI module one. Good understanding of financial markets and an interest in online trading, including products such as FX, indices, equities, commodities and CFDs. Excellent verbal and written communication skills, with the ability to explain platform features and processes clearly and confidently. A commercially minded and client-focused approach, with the ability to balance activation outcomes, client experience and regulatory requirements. Comfortable conducting proactive outbound client engagement by telephone, email and video call. Strong organisational skills and the ability to manage a high-volume pipeline of clients, follow-ups and onboarding actions. Ability to identify client needs and obstacles without providing financial advice or personalised trading recommendations. High attention to detail and disciplined use of CRM and client-management systems. Ability to work effectively in a fast-paced, regulated environment. Fluent in English. Nice to have: Understanding of the Kenyan financial-services environment, retail investor behaviour and client conduct expectations. Awareness of CMA expectations regarding fair client communication, financial promotions, non-advisory services and conduct risk. Additional language skills would be beneficial but are not essential. What will you get in return: Competitive Salary: We believe great work deserves great pay! Your skills and talents will be rewarded with a salary that makes you feel valued and motivated. Work-Life Harmony: Join a company that genuinely cares about you - because your life outside of work matters just as much as your time on the clock. #LI-Hybrid Generous Time Off: Need a breather? Our annual leave policy lets you recharge and enjoy life outside of work without a worry. Employee Referral Program: Love working here? Share the love! Bring your talented friends on board and get rewarded for growing our awesome team. Comprehensive Health & Pension Benefits: From medical insurance to pension plans, we’ve got your back. Plus, location-specific benefits and perks! Workation Wonderland: Live your digital nomad dreams with 30 extra days to work remotely from anywhere in the world (some restrictions apply). Adventure awaits! Volunteer Days: Make a difference! Take two additional paid days each year to support causes you care about and give back to the community.