Account Manager

About The Payments Factory The Payments Factory is a regulated payment institution providing card acquiring, payment gateway, and processing services to merchants across Europe and beyond. We operate through two entities: Global Star Finance Ltd (UK) and The Payments Factory Ltd (Malta), and serve a broad range of merchants, including those in higher-risk and regulated verticals. We are a lean team. We are close to our clients, quick to make decisions, and hold ourselves to high standards. Everyone here has real impact -there is no place to hide and no shortage of interesting problems to solve. The Role We are looking for an experienced Account Manager to take full commercial ownership of our growing merchant portfolio. Reporting to the Chief Commercial Officer, you will be responsible for managing and deepening relationships with assigned merchants, monitoring portfolio performance, identifying opportunities to grow processing volumes and revenue, and acting as the primary commercial point of contact for your portfolio. This is a high-visibility role in a small, growing team where your contribution has direct impact on commercial outcomes. Key Responsibilities Portfolio Ownership: Take full commercial responsibility for an assigned portfolio of active merchants. You own the relationship, the performance metrics, and the retention outcomes. Relationship Management: Build trusted, senior-level relationships with key contacts at each merchant -- typically CEO, CFO, or Head of Payments. Be the person they call first. Performance Monitoring: Proactively track and analyse portfolio metrics: processing volumes, revenue, GP, chargeback ratios, and approval rates. Identify both risks and opportunities and act on them before they escalate. Revenue Growth: Identify upsell and cross-sell opportunities within the portfolio and work with both the commercial and operational teams to execute them. Growing your book is part of the job. Merchant Issue Resolution: Act as the commercial escalation point when merchants have operational, technical, or compliance issues. Coordinate internally with Operations, Finance, Compliance, and Tech to resolve them quickly and professionally. Contract and Pricing Management: Manage commercial conversations around contract renewals, pricing reviews, and product updates. Know your portfolio economics well enough to negotiate confidently. Churn Prevention: Proactively identify merchants at risk of attrition. Develop and execute retention plans before the relationship deteriorates. Reporting: Maintain accurate and current merchant records in the CRM. Provide regular reporting to the CCO on portfolio health, churn risk, and revenue outlook. What We Are Looking For Payments Experience: A minimum of 5 years in account management or client relationship management within the payments industry -- specifically card acquiring, PSP, or payment facilitation. You understand how acquirers and their merchants make money. Acquiring Economics: Solid understanding of acquiring mechanics: processing fees, interchange, GP margins, chargeback thresholds, and merchant risk profiles. Vertical Experience: Experience managing merchant portfolios that include businesses in regulated or higher-risk verticals. Commercial Instinct: Track record of retaining and growing revenue from an assigned merchant base. You know the difference between a happy merchant and a merchant who is about to leave, and you act before the latter becomes a problem. Analytical Ability: Comfortable with data. Able to read a performance report, spot anomalies in volume trends, and translate numbers into commercial actions without being led by hand. Relationship Skills: Excellent interpersonal and communication skills. You are organised, proactive, and reliably follow through. Merchants trust you because you do what you say. CRM Discipline: Strong habits around CRM record keeping and pipeline management. Your accounts are always current. Location: Based in the UK, Malta, Cyprus, or remote in Europe. Willingness to travel to visit merchants and attend industry events as required. Desirable Experience at or working alongside an FCA or MFSA-regulated payment institution. Existing merchant network in gambling/iGaming, e-commerce, or digital goods. Familiarity with KYB/KYC requirements and ongoing merchant compliance obligations. What We Offer Competitive base salary with a performance-based commission scheme. Flexible and remote-friendly working arrangements. Private medical insurance. Gym allowance (available after probation). Birthday and anniversary recognition. Training and development opportunities (available after probation). The opportunity to define how TPF manages client relationships -- with real influence over how the function is built.