teya - Retention & Recovery Lead

• 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. • Agree with Commercial how save conversations are delivered, and make sure our own risk actions, such as held settlements, are weighed before they push a good merchant out. • Design a proper exit for every merchant who leaves: a recorded reason, fees stopped, terminal returned, final balance netted and a final statement, so merchants do not need to contact Customer Relations to close their account. • Build automated collections that start the day a balance turns negative: settlement netting, direct debit, card on file, payment links and payment plans. Journeys run through the Teya app and portal first, with phone as the exception. • Run managed and external recovery for larger balances: credit control, payment plans, an agency panel, write-off thresholds and, as a last resort, debt sale. • Own the recovery strategy for fraud-related balances with Fraud Operations and Legal. They keep investigation and legal action; you make sure every balance has a recovery route and a priority. • Run the existing book as a separate remediation project with its own end date, so it does not pull focus from the new flow. • Connect the work of Billing, Payments, Logistics (terminal recovery), Credit, Customer Relations and the termination and withheld funds process into one joined-up flow. • Define and own the pipeline’s metrics, report them monthly, and feed what you learn back into onboarding, pricing and risk policy. • Prepare the capability to scale with Teya’s growing credit book, and hire and lead the credit control team. • What success looks like • In your first six months • Definitions agreed and reported for flow recovery rate, stock recovery rate and true churn. • A single queue live, worked by hand from simple rules while the model is built. • An exit process in place for every leaving merchant, and an automated collections first version running in at least one market. • The credit control team hired or in hiring, and the legacy book project under way with a clear plan. • By the end of your first year • The first retention model live, beating the rules-based baseline and tested against holdout groups. • Flow recovery rate by day 90 tracking towards our 70% target, with time to recovery and cost to collect reported monthly. • The first debt sale completed, where the legal and data preconditions are met. • Measurably fewer Customer Relations contacts from merchants who are leaving or owe us money.