Commercial Retention Manager

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{
  "id": "2626866",
  "name": "Commercial Retention Manager",
  "office": "London",
  "keywords": [],
  "schedule": "full-time",
  "createdAt": "2026-05-07T08:57:30+00:00",
  "seniority": "experienced",
  "department": "Operations",
  "occupation": "general_and_other_production_and_operations",
  "subcompany": "Flatpay ApS UK",
  "employmentType": "permanent",
  "jobDescriptions": [
    {
      "name": "About the job",
      "value": "Flatpay is one of Europe's fastest-growing fintech companies and we've recently launched in the UK.<br><br><h3><strong><u>Role Details</u></strong></h3><strong>Role: Commercial</strong> Retention Manager<br><strong>Location: </strong>5 days a week – London, White City<br><strong>Reports to: </strong>Operations Director<br><br><h3><strong><u>About the Role</u></strong></h3>Flatpay is a fast-growing payment service provider for small and medium-sized businesses. We've recently launched in the UK and we're building our commercial team from the ground up.<br> <br>Retention at Flatpay is a sales discipline. The team handles the most commercially sensitive conversations in the business — negotiating against competitors, countering objections, and deciding which customers to fight for. This isn't a support function; it's a revenue protection role.<br> <br>We're looking for a Commercial Retention Manager to lead and develop our UK Retention team day-to-day. You'll own the save rate, the ARR protected, and the quality of your team's commercial decisions. This is a hands-on leadership role: you'll be in the detail, coaching agents, reviewing cases, and running the weekly pipeline alongside your team.<br><br><h3><strong><u>Responsibilities</u></strong></h3><strong>Lead the team commercially</strong><br><ul><li>Set daily priorities for the team based on commercial value — high-TPV at-risk customers come first</li><li>Run weekly pipeline reviews across all at-risk cases and hold the team to clear outcomes</li><li>Hire and develop agents who operate with a sales mindset, not a service one</li></ul><strong>Manage and develop Team Leads</strong><br><ul><li>Manage, onboard, and develop Team Leads who can run the floor, coach agents, and own their segment of the portfolio</li><li>Set clear performance expectations for Team Leads and hold them accountable through regular 1:1s and pipeline reviews</li><li>Develop Team Leads into strong commercial coaches — ensuring they can shadow calls, give structured feedback, and close the gap between top and average agents</li><li>Build the bench: identify high-potential agents and create a pathway for them to grow into Team Lead roles</li></ul><strong>Own decision-making quality</strong><br><ul><li>Decide which cases are worth working — and deprioritise the rest</li><li>Approve defensive commercial actions (rate adjustments, counter-offers) with clear criteria</li><li>Ensure saves are commercially sound: not every customer should be retained at any price</li></ul><strong>Keep the data clean and the process tight</strong><br><ul><li>Enforce mandatory data capture</li><li>Continuously improve tooling, workflows, and escalation paths</li><li>Work with Sales, Ops, and Finance to close the loop on churn root causes</li></ul><h3><br></h3><h3><strong><u>How You'll Be Measured</u></strong></h3>Success in this role is measured in outcomes, not activity. You'll be held to:<br> <br><ul><li><strong>Save rate</strong> — % of worked at-risk cases resulting in a retained merchant, improving month-on-month</li><li><strong>ARR protected</strong> — monthly ARR saved by the team</li><li><strong>Active customer rate</strong> — portfolio-level % of active merchants</li><li><strong>Infancy churn rate</strong> — cancellations within the first 180 days</li><li><strong>Time to first contact</strong> — speed of outreach to at-risk signals</li><li><strong>Cancellation reason capture</strong> — 95%+ structured reasons recorded</li><li><strong>Rep performance spread</strong> — variance in save rates narrowing through coaching</li></ul><h3><strong><u>Skills & Attributes</u></strong></h3><ul><li>Confident running difficult commercial conversations — objections, competitor pressure, pricing</li><li>Strong instinct for prioritisation: you know which conversations are worth having and which aren't</li><li>Data-driven: you read pipeline metrics, spot problems early, and adjust your team's focus accordingly</li><li>Structured and repeatable in how you work — you build processes, not just one-off wins</li><li>Experience managing Team Leads or senior agents — you lead through others, not just directly</li></ul><h3><strong><u>Our Values</u></strong></h3><h3>At Flatpay, how we work matters as much as what we achieve.</h3><strong>Happy Humans</strong> — We bring energy to our work and create teams people enjoy being part of.<br><strong>No Assholes</strong> — We perform at a high level while treating colleagues and customers with respect.<br><strong>It's Our Business, Own It</strong> — Everyone takes responsibility and manages their work like it's their own business.<br><strong>Start With No</strong> — We challenge ideas, think commercially and focus on what truly creates value.<br><strong>Sky-High Ambitions</strong> — We set bold goals and expect people to keep raising the bar.<br><strong>The Best Argument Wins</strong> — Titles don't decide outcomes. We debate openly to reach the best decisions.<br><h3><strong><u>Background & Requirements</u></strong></h3><ul><li>2–4 years of experience in a retention, B2B sales, or commercial role where you have been part of or managed a commercial team</li><li>Experience managing Team Leads or senior agents in a sales or commercial environment</li><li>Fluent in English</li><li>Right to work in the UK (visa sponsorship is not available for this role)</li><li>Payments industry experience is not required</li></ul><h3><strong><u>Hiring Process</u></strong></h3><ol><li><strong>Application Review</strong> — Our Talent Team reviews your CV to assess experience and potential fit.</li><li><strong>Talent Team Call (20–30 minutes)</strong> — A conversation to understand your background and discuss what motivates you.</li><li>1:1 Microsoft Teams interview with Manager</li><li><strong>Offer</strong> — Successful candidates receive a fast turnaround to offer.</li></ol>"
    }
  ],
  "occupationCategory": "production_and_operations",
  "recruitingCategory": "UK"
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