Merchant Relationship Specialist

About the role

The Merchant Relationship Specialist builds and sustains high‑value relationships with a portfolio of merchants across assigned markets. The role focuses on merchant satisfaction, retention, and revenue growth through proactive account management, first‑line support, and strategic product expansion.

Key responsibilities

• Manage a portfolio of merchants, conduct regular visits, and act as the internal advocate to remove service obstacles.
• Drive transaction volume growth, reactivate dormant accounts, and identify upsell and cross‑sell opportunities.
• Respond to merchant queries, coordinate with internal teams to resolve issues, and document recurring problems for improvement.
• Stay informed on industry trends, competitor activity, and regulatory developments, sharing insights with management.

Required profile

• Bachelor’s degree in Business Administration, Finance, Marketing or related field.
• 2–4 years of experience in account management, merchant services or fintech client‑facing roles.
• Proven track record in relationship building, client retention and revenue growth.
• Strong understanding of local market dynamics and regulatory environment.

Required skills

• Proficiency with CRM and ticketing platforms for tracking interactions and SLA management.
• Experience working with POS systems, payment gateways and merchant portals.
• Ability to interpret and present merchant transaction data and usage trends.
• Familiarity with merchant onboarding flows, including KYC and training processes.