We're Hiring: Retention Manager | iGaming / Fintech

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We're looking for a Retention Manager to 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 growth

What we're looking for:
- 2+ years in Retention, Account Management, Customer Success, Sales, or Business Development
- Experience in iGaming, 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 skills

Your key KPIs will include:
Merchant retention
- Revenue retention
- Churn reduction
- TPV/turnover growth
- Reactivation
- Upsell & cross-sell
- Portfolio revenue growth

We're looking for someone

📌 Retention Manager (Arbo)
🏢 BigIdea FinTech Group
📍 Arbo