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Retentions and Client Relations Manager

Posted 22 May by Retail Merchant Services Easy Apply Ended

Retail Merchant Services (RMS) is a UK based payments services organisation. We have been in business for over ten years and currently employ over 250 colleagues. Our mission is to help smaller, independent businesses thrive, grow and succeed. We do this by offering card payment services to ensure businesses always make the sale. We also partner to provide additional financial services to help businesses unlock vital cash flow to support their business ambitions. We have big plans to expand both our company and our offerings, and are looking for talented, energetic and passionate people to join our team and be part of our ambitious journey.


  • Create & own the retentions strategy for RMS
  • Articulate the strategy throughout RMS to reduce attrition and drive improved behaviours in
    the retention team
  • Proactively manage a team to drive renewals and reduce attrition
  • Anticipate and plan for end of contract renewals and proactively manage the process to reduce cancellations and moves to competitors
  • Interrogate and manipulate data available to identify trends in sectors, regions, sales teams etc. to improve management reporting and improve the bottom line
  • Keep abreast of payment competitors and their terms of business particularly in relation to cancellation policies, fees, restrictions, new products that may impact on RMS
  • Calculate financial benefits and customer relationships in counter offers and ensure the pricing reflects the offering weeding out poor, non-profitable clients
  • Harvest data to improve decision making identifying trends across the market place and feeding this data back to interested parties in RMS
  • Train, develop and support colleagues to improve capability and understanding of the business and the retentions impact on the business

  • Define & articulate the Retention strategy
  • Support cross functional colleagues to understand the impact of retention strategy
  • Data manipulation to identify trends, gaps etc. in the RMS policy, process and implementation of strategy
  • Analysis of rates reviews
  • Create and provide effective solutions in a timely, creative and effective manner
  • Educate/train existing key business owners on process and improvement
  • Develop effective rapport with external clients and third party agents
  • Train & develop colleagues as required to ensure continuous improvement within Retentions
  • Provide MI to RMS colleagues as and when required in a timely & effective manner
  • Calculate commission / payments for colleagues in line with agreed protocols
  • Ensure customer satisfaction at all times and use initiative to maintain and renew contract


  • Internal stakeholder management with a range of RMS colleagues and external partners including clients, suppliers and acquirers regarding rates, renewals, cancellations etc.
  • Ensure queries are investigated swiftly and closed within agreed service level agreements / timeframes.
  • Communicate daily with team colleagues updating them on team objectives/targets
  • Cross functional communications with RMS colleagues updating them on Retentions policy and processes ensuring communication channels are clear
  • External stakeholder collaboration and management as required

  • At least 5 years’ experience in a fintech, utilities, digital, mobile or other technology driven environment
  • MS Office (word/excel)
  • Familiarity with Salesforce platform
  • In depth knowledge of the card payment & vendor management systems
  • Excellent stakeholder management
  • People management experience
  • B2B experience
  • Comfortable with ambiguity & delivering in a highly fluid environment often with competing demands
  • Gravitas: ability to build robust relationships across a range of internal and external
  • Excellent communications, analytical & negotiating skills
  • Proactive: ability to anticipate challenges and plan solutions rapidly in a dynamic environment
  • Ability to operate at an operational and strategic level
  • Creative thinker & anticipate challenges ahead and plan accordingly
  • Leadership skills: Ability to manage a small team effectively, coach and mentor as required
  • Experience of managing a team in a results driven business
  • At least to diploma / A level standard
  • Numerate & analytical
  • Commercially and goal orientated

  • Project management skills: Agile, Microsoft Project or Prince II
  • e-Payment industry experience and/or technology driven business experience within utilities, media and mobile sectors
  • Acquirer Services/Merchant Services, Marketing, Payment Gateway
  • Degree in relevant subject area / business

Required skills

  • Agile
  • Analytical
  • Attrition
  • Benefits
  • Businesses
  • Cash Flow
  • Channels
  • Collaboration
  • Commission
  • Communications
  • Continuous Improvement
  • Creative
  • Customer Satisfaction
  • Data
  • Feeding
  • Financial Services
  • Management
  • Management Reporting
  • Management Skills
  • Marketing
  • Media
  • Mi
  • Mobile
  • Negotiating
  • Payments
  • Policies
  • Policy
  • Pricing
  • Prince
  • Queries
  • Rates
  • Reduce
  • Renewals
  • Reporting
  • Restrictions
  • Retention
  • RMS
  • Robust
  • Sales
  • Service Level Agreements
  • Strategy
  • Technology
  • Terms
  • Thinker
  • Trends
  • Utilities
  • Vendor
  • Vendor Management
  • Cancellations
  • Identify Trends
  • Identifying Trends
  • Merchant Services
  • Payment Services
  • Retentions
  • Stakeholder Management
  • Subject Area
  • External Clients
  • Gaps
  • Offerings

Reference: 35047557

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