Retention Executive

Reporting to: Partnerships Team

Location: London, UK

Who are we?

At mcl, we help small and medium-sized businesses access the capital they need to grow – quickly, clearly, and with care. Since 2018, we’ve supported over 2,000 SMEs across the UK, and we’re not slowing down.

We believe finance should work better for the people building our economy. That means fewer hurdles, faster answers, and support that feels human, not transactional. We back ambition with real funding, smart tools, and a team that gets what running a business really takes.

Our model puts people over paperwork. We work with brokers and with business owners to deliver funding that fits – without the faff. As we grow, we’re expanding our reach, recently launching mcl UAE and tools like LendPair, helping even more businesses find the right path to finance.

Our mission

To reshape SME finance and level the playing field – funding that’s fast, fair, and fits for the businesses of the future.

Our G.E.M.S values

G – Growth

Not just business growth – personal growth, team growth, process growth. We level up.

E – Enthusiasm

No fake hype. Just energy, urgency, and actually giving a toss.

M – Maintaining Accountability

Own your actions and interactions. If it’s off, say it. If it’s broken, fix it.

S – Seeing Strategically

Eyes on the big picture. Help us make smarter long-term moves.

THE ROLE

As a Retention Executive, you’ll play a key role in deepening relationships with existing mcl finance customers. You’ll be the bridge between funding and the next opportunity — identifying renewal and top-up potential, solving customer challenges, and helping ensure every borrower has a smooth, positive journey with us.

This role is ideal for someone who’s commercial, proactive, and thrives on delivering value through human connection.

Key Responsibilities

• Stay in regular contact with existing customers throughout the loan lifecycle.
• Identify and act on renewal, top-up, and repeat funding opportunities.
• Manage post-funding customer communication, queries, and expectations.
• Monitor customer satisfaction and retention metrics.
• Collaborate with underwriting, partnerships, and support teams to deliver fast, customer-first solutions.

Key Skills & Experience

• Excellent relationship-building and communication skills.
• Experience in customer success, account management, or B2B relationship management.
• Commercial mindset and understanding of retention and upsell strategies.
• Highly organised and capable of managing a portfolio of clients.
• Proactive, empathetic, and driven by results.

Why Join Us?

• Competitive salary and path for progression
• Flexible and supportive working environment
• Office snacks & team socials
• 25 days holiday
• A role with real ownership and space to grow
• Company gym membership
• Life insurance

Think you’re a fit? Let’s talk.