Retention & Recovery Lead (Fintech)

Location: London, United Kingdom; office-based role in Central London

Company

hirify.global builds a financial platform with simple tools and human support for local businesses across Europe.

What you will do

• Own the end-to-end retention-to-recovery pipeline, from early churn signals through retention, merchant exit, collections, write-off, or debt sale.
• Work with Data to build and operate an AI retention engine that identifies churn risk, recommends next-best actions, and validates results through holdout groups.
• Design merchant exit journeys covering recorded reasons, fee termination, terminal returns, final balance netting, and final statements.
• Build automated collections through settlement netting, direct debit, cards on file, payment links, and payment plans across the app and portal.
• Run managed and external recovery, including credit control, agency management, write-off thresholds, debt sale, and fraud-related recovery with Fraud Operations and Legal.
• Connect Billing, Payments, Logistics, Credit, Customer Relations, termination, and withheld-funds processes; own metrics and build the credit control team.

Requirements

• Hands-on collections or recovery experience, ideally involving small businesses, payment plans, agencies, and write-offs.
• Experience with retention, churn, or customer lifecycle work, or a clear understanding of how retention and collections connect.
• Strong product mindset focused on journeys, systems, and outcomes.
• Experience designing, launching, operating, and continuously improving new processes, including shipping an effective first version quickly.
• Practical and curious approach to AI and automation, with sound judgment about where they add value.
• Comfort defining metrics, working with data scientists on models, and interpreting tests and holdout results.
• Understanding of fair treatment and collections regulation, including vulnerability, applicable Consumer Duty principles, and restrictions on contacting merchants under AML or fraud review.
• Experience in a smaller, fast-moving company such as a startup, scale-up, or fintech; larger-organisation experience is welcome alongside this.
• Strong stakeholder management across Risk, Commercial, Finance, Billing, and Legal, with the ability to align teams behind one approach; confident written and verbal communication and independent working ability.

Nice to have

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

Culture & Benefits

• Health and life insurance, pension scheme, and physical and mental health support through GymPass.
• Access to gyms, therapy, meditation, digital fitness, and nutrition applications.
• Extended maternity and paternity leave options and a Cycle-to-Work Scheme.
• 25 days of annual leave plus bank holidays.
• Friendly, comfortable, and informal Central London office environment with daily snacks.