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:
We’re looking for someone who can combine

strong merchant relationships with data and commercial thinking .

You’ll have real ownership of your portfolio and a clear goal:

keep valuable xkdbapo merchants active, growing, and engaged with us.

What we offer:

Competitive salary + performance-based bonuses

tied to clear and measurable results

A

strong international team

with

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