New Business Specialist (Acquisition and Retention)

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.