This is Worldline

We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. The solutions our people build today power the growth of millions of businesses tomorrow. From your local coffee shop to unicorns and international banks. From San Francisco to Auckland. We are in every corner of the world, in every part of commerce. And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the evolution.

The Opportunity

The SMB Retention Manager coordinates cross-market retention initiatives from the central planning team. You will ensure a comprehensive set of retention levers, validate regional applicability, establish governance with market stakeholders, manage performance tracking of implementations and churn/retention metrics, and build senior-management reports and steerCo materials. 

Day-to-Day Responsibilities​

Retention lever catalog and regional validation

• Define and maintain an exhaustive set of retention levers (e.g., Save Desk, contract renewals optimization, win-back campaigns, loyalty enhancements, mid-term value add-ons).
• Validate and tailor levers for each region, ensuring feasibility and impact alignment with global strategy.

Governance and cross-market follow-up

• Structure and govern follow-up processes for lever implementations across markets, with clear ownership and timelines.
• Engage market stakeholders to secure alignment, approvals, and timely execution.
• Maintain standardized playbooks, templates, and escalation paths for governance.

Performance tracking and analytics

• Define and monitor KPIs (renewal rate, churn/retention, net revenue retention, time-to-restore churn, Save Desk impact, campaign lift).
• Track rollout progress, quantify lever impact, and provide actionable insights to regional and global leadership.
• Conduct regular post-implementation reviews and ROI analyses to inform optimization.

Reporting and steerCo readiness

• Build and maintain managerial dashboards and periodic management reports.
• Prepare steering committee (SteerCo) materials, including progress updates, risk/issue logs, and decision-ready recommendations.
• Synthesize cross-regional insights to steer global retention strategy and prioritization.

Collaboration and enablement

• Work with Regions, Sales, Customer Success, Marketing, and Finance to design and execute retention initiatives.
• Develop enablement materials and trainings to support regional execution of levers.
• Align retention efforts with pricing, product, and lifecycle strategies.

Data, tools, and process improvements

• Ensure data integrity and availability for retention analytics; optimize data pipelines and dashboards.
• Identify tool needs (CRM, CS platforms, BI) to support governance, measurement, and reporting.

Who Are We Looking For

We look for big thinkers. People who can drive positive change, step up and show what’s next – people with passion, can-do attitude and a hunger to learn and grow. In practice this means:

• Minimum 4 years professional experience in a customer marketing, sales or leading customer service role in an international organisation
• Business studies (bachelor’s/master’s degree) or comparable qualification
• Excellent skills in analysing and reporting data and creating and implementing action plans of output of data
• Self-starter with entrepreneurial mindset to initiate ideas, solve problems and a healthy dose of persistence. Motivation to make a difference and challenge the status quo and our organization
• Proficiency with CRM/CS platforms (Salesforce); Experience in data analysis and BI tools (SQL/Excel; Power BI or Tableau) is a plus;
• Ability to operate in a matrix environment, influence without formal authority, and align multiple regions.
• Strategic and analytical thinking and planning, team player with hands-on mentality
• Excellent skills in presenting and leading project teams and contributors
• Excellent interpersonal skills and demonstrated ability to report and persuade different levels, including senior management
• Fluent in English.

Perks & Benefits:

At Worldline you’ll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid. On top of that, you will also:

• Private medical & life insurance
• MyBenefit Platform
• Holiday allowance
• Referral program
• Public transportation allowance
• Meal allowance
• Annual bonus.

Shape the evolution

We are on an exciting journey towards the next frontiers of payments technology, and we look for big thinkers, people with passion, can-do attitude and a hunger to learn and grow. Here you’ll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on the society. With an empowering culture, strong technology and extensive training opportunities, we help you accelerate your career - wherever you decide to go. Join our global team of 18,000 innovators and shape a tomorrow that is yours to own.

Learn more about life at Worldline at jobs.worldline.com

We are proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any applicable legally protected characteristics.

Pursuant to the Article 24 sec. 6 of the Act of 14 June 2024 on the protection of whistleblowers, we inform you that Worldline Financial Services (Europe) S.A., a joint-stock company, Branch in Poland (hereinafter referred to as Worldline) is governed by the Regulations on the receipt of internal reports and taking follow-up actions (hereinafter referred to as the Regulations).

#LI- AS2