Retention Manager

About the job

Flatpay is one of Europe’s fastest-growing fintech companies and we’ve recently launched in the UK. 

What you'll do

Role Title

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

Flatpay UK is hiring a commercially-driven Retention Manager to lead a team, strengthen merchant relationships, reduce churn, and build scalable retention strategies in collaboration with cross-functional teams.

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.

Who you are

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 

Why Flatpay?

Our Values

At Flatpay, how we work matters as much as what we achieve.

Happy Humans – We bring energy to our work and create teams people enjoy being part of.

No Assholes – We perform at a high level while treating colleagues and customers with respect.

It’s Our Business, Own It – Everyone takes responsibility and manages their work like it’s their own business.

Start With No – We challenge ideas, think commercially and focus on what truly creates value.

Sky-High Ambitions – We set bold goals and expect people to keep raising the bar.

The Best Argument Wins – Titles don’t decide outcomes. We debate openly to reach the best decisions.

Background & Requirements

• 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
• Fluent in English
• Right to work in the UK (unfortunately wecan’toffer visa sponsorship right now)