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New Business Specialist (Acquisition and Retention)

Capital.com· CEO office Kenya – Sales Kenya
Apply on company site
Hybrid (Nairobi)HybridPosted 1w ago

About the role

The New Business Specialist is responsible for guiding prospective and newly approved clients through the early onboarding journey, converting approved applications into active, funded, and engaged client relationships while minimizing onboarding friction and introducing clients to Capital.com’s platform and tools.

Responsibilities

  • 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 barriers to activation and guide them through onboarding steps.
  • Support the conversion of approved applications into funded and active accounts by reducing friction and coordinating resolution of outstanding matters.
  • Introduce new clients to platform features, trading tools, risk-management functionality and educational resources through onboarding support.
  • Help clients build confidence in using the platform while ensuring communications remain fair, balanced, accurate and non-advisory.
  • Drive early client engagement and retention through proactive outreach, follow-ups and personalised communication.
  • Identify clients whose onboarding has stalled or who have become inactive and conduct re-engagement/reactivation activities.
  • Identify clients who may benefit from a higher-touch relationship and coordinate handover to the Premium Client Manager.
  • Maintain accurate CRM records of interactions, onboarding status, follow-ups and activation progress.
  • Collaborate with Compliance, Operations, Customer Support, Marketing and Premium Client Manager to resolve client matters and improve onboarding experience.
  • Provide structured feedback on onboarding obstacles, platform usage and non-activation reasons to support process improvement.
  • Support approved client webinars, platform demonstrations, seminars, events and other engagement initiatives.
  • Maintain a strong understanding of financial markets, competitor activity and Capital.com’s product offering.

Qualifications

  • 1–2 years’ experience in client onboarding, customer success, account management, business development, sales support, or related financial-services environment.
  • Bachelor’s degree or relevant qualification in Commerce, Business Management, or related field.
  • Eligibility to be appointed and registered as a CISI member and completed CISI module one.
  • Good understanding of financial markets and interest in online trading (FX, indices, equities, commodities, CFDs).
  • Excellent verbal and written communication skills; ability to explain platform features clearly.
  • Commercially minded and client-focused with ability to balance activation, client experience and regulatory requirements.
  • Comfortable conducting proactive outbound client engagement by telephone, email and video call.
  • Strong organisational skills and ability to manage a high-volume pipeline of clients 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/client-management systems.
  • Ability to work effectively in a fast-paced, regulated environment.
  • Fluent in English.

Skills

Required:Client onboarding

Benefits

  • Competitive Salary
  • Work-Life Harmony (#LI-Hybrid)
  • Generous Time Off
  • Employee Referral Program
  • Comprehensive Health & Pension Benefits (location-specific)
  • Workation Wonderland (30 extra days remote work)
  • Volunteer Days (two additional paid days per year)
Last updated Oct 21, 2026. Interested? Apply on the company site.

About Capital.com

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