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About the Role
The Retention & Recovery Lead will own the entire pipeline for merchants showing signs of leaving, managing retention, exit processes, collections, and write-offs. This role aims to consolidate fragmented efforts into a single, cohesive strategy with clear ownership and metrics, leveraging a product and design mindset to optimize the merchant lifecycle.
Responsibilities
- Own the retention-to-recovery pipeline end to end, from churn signal to write-off or debt sale.
- Develop and run an AI retention engine to identify at-risk merchants and recommend actions.
- Collaborate with Commercial teams on save conversations and risk actions.
- Design a structured exit process for departing merchants, including reason recording, fee finalization, and statement delivery.
- Implement automated collections processes starting when a balance becomes negative.
- Manage managed and external recovery for larger balances, including credit control and agency engagement.
- Oversee the recovery strategy for fraud-related balances in partnership with Fraud Operations and Legal.
- Execute a remediation project for the existing book with a defined end date.
- Integrate the work of Billing, Payments, Logistics, Credit, Customer Relations, and termination processes into a unified flow.
- Define, own, and report on pipeline metrics, feeding insights back into business policies.
- Prepare the capability to scale with Teya’s growing credit book and hire/lead the credit control team.
Requirements
- Hands-on collections or recovery experience, ideally with small businesses, covering payment plans, agencies, and write-offs.
- Experience with retention, churn, or customer lifecycle work, or a clear understanding of how retention and collections connect.
- A strong product mindset, focusing on journeys, systems, and outcomes.
- Proven track record of designing, rolling out, and running new processes.
- Practical and curious approach to AI and automation.
- Comfortable with data: defining metrics, working with data scientists, and interpreting test results.
- Sound grasp of fair treatment and regulation in collections, including spotting vulnerability and applying Consumer Duty principles.
- Experience in a smaller, fast-moving company (start-up, scale-up, fintech) is preferred.
- Strong stakeholder management skills across Risk, Commercial, Finance, Billing, and Legal.
- Clear, confident communication skills, highly motivated, and able to work independently.
- Experience of debt sale or forward-flow agreements (nice to have).
- Collections experience across several European markets (nice to have).
- Experience with credit products such as cash advance or lending (nice to have).
Skills
- Retention strategy
- Recovery strategy
- Collections management
- Churn analysis
- Customer lifecycle management
- Product management
- Process design and implementation
- AI and automation application
- Data analysis and metric definition
- Stakeholder management
- Communication (written and verbal)
- Debt sale
- Credit products
Location
- Central London
Work Type
- Full-time
- Onsite
Experience Level
- Mid-level
- Senior-level
Benefits
- Physical and mental health support through GymPass (gym access, therapy, meditation, fitness, nutrition apps)
- Extended and improved maternity and paternity leave
- Cycle-to-Work Scheme
- Health and Life Insurance
- Pension Scheme
- 25 days of Annual Leave (+ Bank Holidays)
- Office snacks
- Friendly, comfortable, and informal office environment
About the Company
- Teya is building a financial platform for local businesses across Europe, offering simple tools, thoughtful design, and real human support.
- The company aims to change the financial services landscape for local businesses, which often face clunky tools and poor support.
- Teya values moving fast, quality, attention to detail, great performance, and genuine hospitality.
Equal Opportunity
- Teya is proud to be an equal opportunity employer, committed to creating an inclusive environment where everyone can thrive.
- The company believes a diverse team leads to better ideas, stronger outcomes, and a more supportive workplace.
- Teya is committed to ensuring fair and accessible experiences for all candidates and encourages candidates to disclose any needs for reasonable adjustments during the recruitment process.