We’re Acquired.com

Acquired.com are a next-generation payments business focused on powering recurring commerce.

Our all-in-one, scalable platform powers the entire payment lifecycle. Providing seamless customer onboarding by setting up payments across open banking, direct debit, cards, and digital wallets, optimising ongoing recurring payments and intelligently recovering failed payments to maximise your revenue and elevate customer success.

We’re scaling as a business, so if you thrive in an environment that’s constantly evolving, where purpose-driven culture is seen as an enabler to achieve the extraordinary and where our unique differences are celebrated, we could be the place for you!

Your Mission

This role will be a pivotal commercial and operational leader at Acquired.com, responsible for driving the growth, retention and the overall success of both merchant and operational partners relationships. They will own the end-to-end customer and partner journey - from onboarding and integration through adoption, expansion, and renewal - driving strong commercial outcomes and operational excellence.

Reporting directly to the Chief Operating Officer, this individual will act as a senior deputy, helping to shape strategy, scale operations and drive Acquired.com’s next phase of growth.

Key Responsibilities

Strategic Leadership

• Lead and scale a single, high-performing Operations organisation responsible for all merchants, acquirers and strategic partners.
• Act as deputy to the Chief Operating Officer, contributing to executive decision-making, operational strategy and board-level reporting. 
• Design and execute a comprehensive strategy to deliver an optimised day-to-day working relationship with our partners, along with driving actionable outcomes for our merchants and their consumers. 
• Implement and embed organisational best practices to drive consistent, predictable commercial growth and operational execution. 
• Champion a culture of excellence, accountability, and commercial impact across all teams.

Commercial Ownership

• Own revenue, retention, and growth targets across the entire merchant and partner portfolio. 
• Negotiate commercial terms, revenue share agreements, and long-term collaboration roadmaps with strategic merchants and partners. 
• Drive upsell, cross-sell, and joint initiatives to maximise portfolio value.
  Implement structured account planning, QBRs, success best practices, as well as leading senior-level engagement with strategic accounts and partners. 
• Travel approximately 50% of your time, meeting with merchants and partners.
• Serve as a senior escalation point for complex, high-value relationships.

Operational & Financial Rigour

• Deliver forecasting accuracy across customer and partner portfolios, ensuring data-driven revenue and resource planning. 
• Proactively monitor relationship health, churn risk, profitability and wider performance indicators through robust reporting and reviews. 
• Optimise operational processes to balance growth with cost-to-serve efficiency. 
• Drive P&L management, aligning revenue delivery with operational scalability.

Cross-Functional Impact

• Partner with Product, Sales, and Compliance to shape roadmap priorities, operational processes, and risk frameworks. 
• Ensure smooth integrations, onboarding, and ongoing service delivery across all partners and merchants. 
• Represent the function at the executive table and externally with key clients, partners, and investors.

Team Leadership & Development

• Build, coach, and inspire a high-performing Operations team covering the full merchant and partner lifecycle. 
• Hire and onboard exceptional talent and ensure a robust onboarding process is in place to up-level staff across Operations. 
• Instil a high-performance ethos: striving to be the best, driving measurable commercial outcomes, working hard as a team to accelerate business growth. 
• Foster a culture of collaboration, consultative problem-solving, and continuous improvement. 
• Build efficiency process savings to create capacity for growth for Operations and Acquired.com.

What you’ll bring

•  10+ years in customer success, account management, partnerships, or operations within payments or fintech. 
• Relentless work ethic, with the drive to be the best and deliver results - combining strategic vision with hands-on execution. 
• Proven ability to own commercial targets, negotiate complex contracts, and deliver measurable revenue growth. 
• Data-driven operator, skilled at embedding best practice operating playbooks, effectively tracking team performance and delivering forecasting accuracy. 
• Deep understanding of payment infrastructure, acquirer/PSP relationships, and merchant success strategies. 
• Strong leadership track record, including scaling teams and leading change in high-growth environments. 
• Consultative mindset - able to deeply understand client and partner needs, frame solutions, and deliver long-term value. 
• Excellent executive presence, with experience engaging C-level stakeholders, boards, and investors. 
• Able to effectively organise and prioritise across different areas of the team, ensuring a consistent balance of focus and execution.