Customer Relationship Manager

About the role: We are looking for a commercially minded Customer Relationship Manager to manage and grow a portfolio of merchants and business customers. The ideal candidate will have 1–4 years of experience in account management, customer relationship management, or merchant management, preferably within fintech, payments, banking, e-commerce, or financial services. This role focuses on merchant retention, account growth, transaction volume growth, upselling, cross-selling, and building strong relationships with key merchant stakeholders. Key Responsibilities - Build and maintain strong relationships with merchant decision-makers and stakeholders. - Monitor transaction volumes, payment activity, approval rates, and merchant performance. - Identify opportunities to increase transaction volumes and merchant usage through Moyasar. - Identify and execute upselling and cross-selling opportunities. - Develop account growth plans to increase merchant revenue and payment activity. - Monitor account health and proactively address declining volumes, inactivity, service issues, and churn risks. - Conduct regular merchant visits, business reviews, and performance meetings. - Manage merchant issues and escalations while maintaining ownership until resolution. - Support merchant onboarding, activation, retention, and ongoing growth. - Maintain accurate merchant activities, opportunities, visits, and follow-ups in the CRM. - Prepare portfolio reports covering performance, growth opportunities, risks, and action plans. Requirements - Bachelor’s degree in Business Administration, Marketing, Finance, Information Technology, Management Information Systems, or a related field. - 1–4 years of professional experience in: - Account Management - Customer Relationship Management - Merchant Management - Customer Success - Demonstrated experience in account growth, customer retention, upselling, or cross-selling. - Experience in fintech, payments, e-commerce, or financial services is strongly preferred. - Understanding of payment solutions, transaction volumes, merchant performance, or payment processing is preferred. - Strong relationship management, communication, negotiation, and presentation skills. - Strong analytical and problem-solving skills with the ability to use account performance data to identify growth opportunities. - Fluent in Arabic and English.

Bachelor’s degree in Business Administration, Marketing, Finance, Information Technology, Management Information Systems, or a related field. 1–4 years of professional experience in account management, customer relationship management, merchant management, or customer success. Fluent in Arabic and English.

Build and maintain strong relationships with merchant decision-makers and stakeholders. Monitor transaction volumes, payment activity, approval rates, and merchant performance. Identify opportunities to increase transaction volumes and merchant usage through Moyasar. Identify and execute upselling and cross-selling opportunities. Develop account growth plans to increase merchant revenue and payment activity. Monitor account health and proactively address declining volumes, inactivity, service issues, and churn risks. Conduct regular merchant visits, business reviews, and performance meetings. Manage merchant issues and escalations while maintaining ownership until resolution. Support merchant onboarding, activation, retention, and ongoing growth. Maintain accurate merchant activities, opportunities, visits, and follow-ups in the CRM. Prepare portfolio reports covering performance, growth opportunities, risks, and action plans.