About the Role:

This is a key leadership role where you’ll oversee the full merchant success journey from onboarding and activation to long-term engagement and growth.

You’ll be the go-to person for ensuring our merchants feel supported, empowered, and excited to grow with us. At the same time, you’ll lead a team of account managers, helping to build strong internal processes and shape the way we support and retain our merchant partners.

Key Responsibilities:

• Onboard and activate new merchants on our platform.
• Provide comprehensive training and ongoing support.
• Monitor merchant activity and proactively address potential churn.
• Implement reactivation strategies for dormant merchants.
• Build and maintain strong merchant relationships.
• Analyze performance reports using Excel and CRM tools (e.g., Zoho CRM).
• Identify and execute upselling and cross-selling opportunities.
• Gather merchant feedback and share actionable insights with the product team.
• Lead and mentor a team of account managers.
• Develop and track KPIs for the account management team.
• Create standardized onboarding and support processes.
• Collaborate cross-functionally with sales, marketing, and product teams.
• Manage communications via call centers and digital tools (WhatsApp Business, live chat).

Qualifications:

• 2–4 years total, with at least 1 year in a team leadership role
• Fluent in English and Arabic
• Experience in fintech, payments, or retail technology
• Proven success in merchant activation, retention, and growth

Technical Skills:

• Advanced Excel skills for data analysis and reporting (required)
• Strong CRM experience (ZOHO CRM or similar platforms)
• Experience with call center systems and managing customer service operations
• Proficiency with digital communication tools, including WhatsApp Business and customer chat platforms
• Proficiency with merchant management systems and dashboards

What Sets the Ideal Candidate Apart:

• Previous experience specifically managing merchant accounts in retail technology
• Strong understanding of the retail sector in Saudi Arabia
• Experience with churn reduction and reactivation strategies
• Data-driven approach to account management
• Ability to balance technical knowledge with relationship management
• Customer-centric mindset with excellent problem-solving abilities
• Experience in developing communication protocols for customer service teams