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 escalated.
* 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.
About Us
Welcome to Flatpay!
Flatpay is not just another payment solution; we are dedicated to innovating the market for payment solutions and financial services in the SME segment with our customer-centric and transparent services.
Today, we are one of the fastest-growing fintech companies out of the Nordics - and Denmark's fastest unicorn!
Flatpay is more than just work. We believe in fostering a vibrant and fun work culture where our ambitious colleagues can thrive. As part of our team, you will be one of +1.600 passionate colleagues dedicated to making a difference in the world of payments.
What sets Flatpay apart is our dedication. We continuously strive to stay ahead of the curve, adapting our solutions to meet our client's evolving needs.
Let's shape the future of merchants together!
#J-18808-Ljbffr