Retention & Recovery Lead

The role

The Retention & Recovery Lead owns the end-to-end pipeline from the first churn signal through retention, exit, and collections to write-off or debt sale. You will design automated journeys, build an AI retention engine, and lead a credit control team.

What you will do

• Own the retention-to-recovery pipeline end to end
• Work with the data team to build and run an AI retention engine
• Agree with Commercial how save conversations are delivered
• Design an exit process for every merchant who leaves
• Build automated collections including settlement netting and payment plans
• Run managed and external recovery for larger balances
• Own the recovery strategy for fraud-related balances with Fraud Operations and Legal
• Run the existing book as a separate remediation project
• Connect work from Billing, Payments, Logistics, Credit, and Customer Relations into one flow
• Define and own pipeline metrics and hire and lead the credit control team

Required qualifications

• Hands-on collections or recovery experience covering payment plans, agencies and write-offs
• Experience with retention, churn or customer lifecycle work
• A strong product mindset
• A track record of designing, rolling out and running new processes
• A practical, curious approach to AI and automation
• Comfortable with data, defining metrics and working with data scientists
• A sound grasp of fair treatment and regulation in collections
• Experience in a smaller, fast-moving company such as a start-up, scale-up or fintech
• Strong stakeholder management across Risk, Commercial, Finance, Billing and Legal
• A clear, confident communicator in writing and in person

Nice to have

• Experience of debt sale or forward-flow agreements
• Collections across several European markets
• Experience with credit products such as cash advance or lending

Benefits

• Physical and mental health support through GymPass including free access to over 1,500 gyms in the UK, 1-1 therapy, meditation sessions, digital fitness, and nutrition apps
• Extended and improved maternity and paternity leave choices
• Cycle-to-Work Scheme
• Health and Life Insurance
• Pension Scheme
• 25 days of Annual Leave (+ Bank Holidays)
• Office snacks every day
• Friendly, comfortable, and informal office environment

About the company

Teya is building a financial platform for local businesses across Europe built around simple tools, thoughtful design and real human support.