Retention Manager (Igaming)

Bigidea Fintech Group; Gijón; Presencial; EUR 42.000 - 62.000; Jornada completa

Descripción de la vacante

Bigidea Fintech Group is seeking aRetention Manager to own merchant retention, portfolio growth, and long-term client relationships across our international payments team.

You will monitor merchant activity, identify churn risks, reactivate accounts, and pursue upsell opportunities, collaborating with Sales, Finance, Analytics, Support, Compliance and Operations to drive measurable results.

Formación

• 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 with 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.

Responsabilidades

• 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.

Conocimientos

Relationship management

Data analysis

Negotiation

English proficiency

Excel / Google Sheets

Herramientas

CRM software

Descripción del empleo

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 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