Retention & Recovery Lead

About this role

Hello. We’re Teya. Teya was founded on a simple belief: local businesses deserve better. They are the cafés, restaurants, salons, shops and entrepreneurs that bring character to our high streets, create jobs and keep communities moving. Yet for too long, financial services has made life harder for them - with clunky tools, poor support and complexity that gets in the way of running a business. Teya exists to change that.

We’re building a financial platform for local businesses across Europe - one built around simple tools, thoughtful design and real human support. Our Members rely on us to help them run their business with confidence, and that responsibility shapes the way we work. We move fast. We care about quality. We stay close to the detail. And we believe great performance and genuine hospitality should go hand in hand. If you want to build meaningful products, solve real problems and make a genuine difference for local businesses, we’d love to hear from you The role The Retention & Recovery Lead owns one pipeline that follows every merchant from the first sign they might leave, through retention, a well-run exit and collections, to write-off or debt sale.

Today we treat churn and collections as separate problems, and neither has a clear owner. In practice they are usually the same merchant at different points in time: a merchant who goes quiet in March becomes, by June, an unpaid fee, a terminal still in the field and a balance nobody is chasing. Collections activity also sits in pockets across the business, from unpaid subscriptions and fees, negative balances and chargebacks to terminal recovery, dissolved companies and fraud losses.

As our credit products grow, so will the need. You’ll bring all of this together under one strategy, one queue and one set of metrics. We want someone who knows collections and its pain points, and who approaches the whole lifecycle with a product and design mindset: redesigning journeys end to end, and deciding where AI and automation belong and where people add the most value. You’ll start hands-on and build a small credit control team as the capability grows.

What you’ll do - Own the retention-to-recovery pipeline end to end, from the first churn signal to write-off or debt sale, running from one prioritised queue with one set of definitions. - Work with our data team to build and run an AI retention engine that identifies merchants heading towards churn, recommends the next best action for each and puts them in a queue to be worked. Prove what works with holdout groups, and do more of it.