Retention Manager (iGaming)

BigIdea FinTech Group; España; Presencial; EUR 45.000 - 65.000; Jornada completa

Descripción de la vacante

BigIdea FinTech Group is seeking an experienced Retention Manager to own merchant retention, portfolio growth, and long-term client relationships across our international fintech team. You will monitor activity, identify churn risks, reactivate at-risk accounts, and pursue upsell opportunities while collaborating with Sales, Analytics, and Operations.

A strong commercial mindset and proficiency with Excel/Sheets and CRM are essential.

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

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

Retention

Account Management

Customer Success

Sales

Business Development

Herramientas

CRM (Salesforce)

Excel/Google Sheets

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 merchant portfolio and a clear goal: keep valuable 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