Customer Relationship Manager

Role Overview

We seek a commercially focused Customer Relationship Manager to oversee and expand a diverse merchant portfolio. This position blends customer success, account management, and growth strategies. Your main goal will be to foster trusted partnerships with merchants, track their payment activities, boost transaction volumes via Moyasar, and ensure that Moyasar is their primary payment solution rather than a fallback option.

Key Responsibilities

• Oversee and develop a portfolio comprising merchants from varied industries and business scales.
• Establish and nurture relationships with key decision-makers and stakeholders within merchant organizations.
• Regularly analyze transaction volumes, payment activity, approval and conversion rates, and overall merchant performance metrics.
• Target merchants who utilize Moyasar as a secondary payment option and devise strategies to enhance their transaction volume with Moyasar.
• Conduct periodic merchant visits, business reviews, and performance meetings to maintain engagement.
• Identify chances to increase payment volumes, launch additional payment methods, and broaden merchant interactions with Moyasar.
• Closely observe account health, promptly addressing declines in volume, inactivity, service concerns, or risks of merchant churn.
• Create and follow through on account growth strategies for significant merchants.
• Handle merchant-related issues and escalations, ensuring resolution ownership.
• Gather merchant feedback and deliver insightful recommendations to relevant internal departments.
• Compile and disseminate routine portfolio reports detailing performance trends, potential growth avenues, risks, and tactical plans.
• Keep detailed and up-to-date records of merchant activities, opportunities, visits, and follow-ups within the CRM system.
• Facilitate merchant onboarding, activation, retention, and continuous growth efforts.

Qualifications and Experience

• Bachelor’s degree in Business Administration, Marketing, Finance, IT, Management Information Systems, or related disciplines.
• Minimum of 2 years’ experience in customer success, account management, portfolio management, relationship management, business development, or related commercial fields.
• Demonstrated experience managing merchant or business customer portfolios with a focus on growth and retention.
• Preferable background in fintech, payments, banking, e-commerce, or financial services sectors.
• Proven accomplishments in growing customer accounts, increasing transaction volumes, and enhancing retention rates.
• Comprehensive knowledge of merchant performance indicators, payment flows, transaction dynamics, and commercial account management practices.
• Excellent communication, negotiation, and presentation skills; adept in building strong relationships with merchants and senior leadership including founders, finance, and operations teams.
• Strong analytical thinking and problem-solving capabilities to translate performance data into actionable growth plans.
• Familiarity with CRM platforms and reporting tools.
• Proficient in both Arabic and English languages.
• Must be a Saudi national.