Merchant Retention Lead

Tamara is a leading fintech platform in Saudi Arabia and the GCC region with a mission to help people own their dreams built on being simple, trusted, and everywhere our customers need us. Today, more than 25 million customers and over 130,000 partner merchants depend on Tamara every day for reliable financial solutions across retail, travel, education, healthcare, and beyond. Tamara is backed by Sanabil Investments, a wholly owned company of the Public Investment Fund (PIF), and SNB Capital, among others.

Lead, coach, and performance-manage a team of Specialists

Set team priorities, merchant portfolios, outreach targets, and follow-up SLAs

Establish a clear daily and weekly operating rhythm for calls, follow-ups, escalations, and performance reviews

Monitor call quality, CRM updates, and action-plan execution

Ensure each merchant case has a clear churn or slowdown reason, next action, owner, and follow-up date

Own outreach to churned merchants with no orders for a predetermined number of days

Build an early-intervention approach for unmanaged merchants whose transaction volume is slowing down

Ensure the team identifies the root cause behind churn or declining activity through structured merchant conversations

Define action plans for each churn reason, including issue resolution, training, product support, or escalation

Track merchants through the recovery journey and confirm whether they resume transacting

Build and maintain the team’s SOPs, call guides, churn-reason framework, escalation paths, and recovery playbooks

Create clear definitions and processes for churned, slowing-down, contacted, in-recovery, reactivated, and unresolved merchants

Analyze churn and slowdown reasons to identify recurring patterns by merchant segment, issue type, and outcome

Share merchant feedback and systemic problems with the relevant teams and leadership

Recommend improvements to products, processes, training, communications, or commercial policies based on merchant insights

Work with Product, Engineering, Care, Risk, Finance, Commercial, Onboarding, Training, and Operations teams to resolve merchant issues

Escalate blockers to the correct owner and follow through until resolution or a clear outcome is reached

Highlight repeated issues that affect multiple merchants and support the development of long-term fixes

Maintain clear communication with stakeholders on recovery performance, risks, and support required

Track team activity and outcomes, including contact rate, reason identification, follow-up completion, reactivation rate, and recovered transaction volume

Provide regular reporting on churn reasons, slowing-down merchants, open blockers, and recovery actions

Review team performance and coach specialists based on quality, productivity, and merchant outcomes

Maintain accurate and timely CRM records for all merchant interactions and next steps

2+ years of experience in merchant success, retention, account management, customer success, sales, or a related function

Previous experience leading or coaching a customer-facing team

Strong communication and problem-solving skills

Ability to build practical SOPs, frameworks, and action plans

Experience managing performance through KPIs, operating cadences, and coaching

Strong stakeholder-management and escalation skills

Analytical mindset and ability to identify patterns from merchant feedback and performance data

High ownership and follow-through on open merchant issues

Strong CRM discipline and attention to detail

Experience in fintech, payments, BNPL, e-commerce, or merchant acquiring

Experience working with SMB merchants in the UAE

Experience in churn prevention, customer retention, or merchant reactivation

Arabic language capability alongside professional English