Retention Manager (Igaming) - Remote

Bigidea Fintech Group; Santa Cruz de Tenerife; A distancia; EUR 45.000 - 65.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote work

Performance bonuses

International team

Direct communication

Portfolio ownership

Global merchant collaborations

Professional growth

Impact recognition

Descripción de la vacante

Bigidea Fintech Group is seeking a Retention Manager to own merchant relationships and portfolio growth. You will monitor activity, identify churn risks, and reactivate at‑risk accounts while pursuing upsell opportunities. The role requires strong Excel/CRM skills and a data‑driven, proactive approach.

You’ll collaborate across Sales, Finance, Analytics, and Operations in a 100% remote, international fintech environment, with clear ownership and measurable results.

Formación

• 2+ years inRetention, Account Management, Customer Success, Sales, or Business Development.
• Experience in iGaming, fintech, PSPs, acquiring, payment processing, or high‑risk payments.
• Strong commercial mindset with numbers and analytics.
• Good understanding of transaction volumes, conversion/approval rates, and payment performance.
• Strong negotiation and relationship management skills.
• Proactive approach to prevent churn and grow merchants.
• Professional English and solid CRM/Excel skills.

Responsabilidades

• Manage and develop relationships with existing merchants.
• Monitor merchant activity, 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 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

Excel

Google Sheets

Descripción del empleo

We’re Hiring: Retention Manager | iGaming / Fintech

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 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 merchants active, growing, and engaged with us.

What we offer:

• 100% remote work
• 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