Retention Manager

About the job

Role: Retention Manager
Location: On site 5 days per week
Address: Soho Works, 2 Television Centre, White City, London
 
Who you are

Ambitious - You’re looking for more than just a 9-5. We only promote internally and we promote fast. If you have the right skills and a killer attitude there’s no limit for you here.
Humble - We only work with people we like and once you join it’ll be your job to maintain that. You’re kind, low ego and people love working with you.
Smart - Smart isn’t proven by a university degree; smart to us means high EQ. You’re quick on your feet, love talking to people and have natural instinct for relationships.
 
What you’ll do

We're looking for a Retention Manager to join Flatpay UK and own the commercial relationship with our existing merchant base.
This is a commercially-driven role that blends people leadership with strategic oversight. You'll be responsible for building and running a team focused on keeping our merchants happy, reducing churn, and identifying opportunities to level-up our retention game. Your job is to develop the people, build the playbooks, and put in place the commercial frameworks that drive results.
You'll report to the UK Operations Director and work closely with Sales, Customer Support, and the wider commercial team as the business scales.

Responsibilities

• Own merchant retention across the UK - tracking churn risk, managing customer conversations, and hitting retention targets. 
• Lead and develop a small but growing retention team, including coaching and performance management (we are likely 20+ FTEs in retention end of 2026)
• Build out the processes, playbooks, and tooling that will underpin the retention function as the team scales. 
• Use data to identify at-risk merchants early and drive proactive outreach before issues escalate. 
• Work cross-functionally with Sales, Support, and Product to feed merchant insights back into the business and close gaps that drive churn. 
• Define, suggest, and track the KPIs that matter - churn rate, save rate, reactivation rate - and report performance clearly to leadership.
• Take ownership and solve problems quickly. You are expected to move fast, make decisions, and get things done while maintaining a high bar for performance ????

 
Skills & Attributes

• Commercially sharp - you understand margins, pricing conversations, and how to construct a compelling reason to stay. 
• Strong operational leadership with the ability to manage both strategy and execution. You can zoom out to design & understand processes while also diving into the details to fix problems quickly.
• Excellent people leadership skills. You know how to build strong teams, coach individuals, and create an environment where people perform at a high level and enjoy working together – and have fun at work! ????
• Customer obsessed. You understand that strong operations ultimately exist to deliver an exceptional experience for merchants.
• Strong communicator who can collaborate across teams and align stakeholders around operational priorities.
• High ownership mentality. You take responsibility, move quickly, and focus on outcomes rather than process.
• Comfortable operating in a fast scaling environment where priorities move quickly and the team is evolving rapidly – we take decisions fast, change priorities weekly, and scale even faster ????

 
 
Background

• Years of experience in a retention or a commercially-focused operations role. 
• Proven experience scaling teams and building processes that support rapid growth (from 1 to +25 people)
• Previous people management experience - you've built and/or led a team before
• Experience hiring and developing teams, including building team structure, recruiting talent, and implementing training and development programs.
• Experience in payments, fintech, or a subscription/contract-based business is a strong plus. 
• Proven track record of hitting retention or commercial targets. 
• Experience working cross functionally with teams such as Sales, Product, and Customer Support
  
  

If this sounds like a good match, we’re looking forward to hearing from you.