We’re Hiring: Retention Manager | iGaming / FintechWe’re looking for aRetention Managerto join our international fintech team and take ownership of merchant retention, portfolio growth, and long-term client relationships.If you understand payments, know how to spot churn risks before they become a problem, and can turn existing merchant relationships into sustainable growth, we’d like to hear from you.What you’ll do: - Manage and develop relationships with existing merchants - Monitor merchant activity, transaction volumes, revenue, and payment performance - Identify churn risks and build retention plans for at-risk accounts - Reactivate inactive or declining merchants - Identify upsell and cross-sell opportunities - Help merchants increase volumes and expand their use of our payment solutions - Coordinate with Sales, Finance, Analytics, Technical Support, Compliance, and Operations - Handle merchant escalations and drive issues through to resolution - Track portfolio performance and report on retention, churn, reactivation, and growthWhat we’re looking for: - 2+ years in Retention, Account Management, Customer Success, Sales, or Business Development - Experience iniGaming, fintech, PSPs, acquiring, payment processing, high-risk payments,



or related industries - Strong commercial mindset and confidence working with numbers - Good understanding of transaction volumes, conversion/approval rates, and payment performance - Strong negotiation and relationship management skills - Proactive approach: you don’t wait for a merchant to tell you they’re leaving - Professional English - Strong Excel / Google Sheets and CRM skillsYour key KPIs will include:Merchant retention - Revenue retention - Churn reduction - TPV/turnover growth - Reactivation - Upsell & cross-sell - Portfolio revenue growthWe’re looking for someone who can combinestrong merchant relationships with data and commercial thinking.You’ll have real ownership of your portfolio and a clear goal:keep valuable merchants active, growing, and engaged with us.What we offer: - 100% remote work - Competitive salary + performance-based bonusestied to clear and measurable results - Astrong international teamwith solid expertise in fintech, payments, and iGaming - Direct communication and quick decision-making without unnecessary bureaucracy - Real ownership of your merchant portfolio and the freedom to influence results - Opportunity to work with international merchants, markets, and payment solutions - Professional growth in a fast-moving fintech environment - A role where your impact on retention, revenue, and portfolio growth is visible and recognized

📌 Retention Manager (Igaming) (Madrid)
🏢 BigIdea FinTech Group
📍 Madrid