Head of Merchant Success

Main Responsibilities:

• Own revenue growth from existing merchants across LikeCard B2B merchants.
• Lead merchant success managers and individual contributors locally and remotely.
• Drive merchant performance through structured cross-sell, upsell, and account reactivation.
• Design and implement merchant growth plans by segment (A/B/C tiers).
• Monitor GMV, churn, and growth KPIs per merchant and team.
• Conduct monthly and/or quarterly business reviews with key merchants.
• Manage merchant satisfaction, issue resolution, and SLA compliance.
• Identify dormant accounts and activate them through targeted plans.
• Collaborate with finance, pricing, stock, after-sales support, and tech to remove growth blockers.
• Standardize merchant care playbooks and operational workflows
• Own sales target derived purely from existing merchant base.

Requirements

Qualifications:

• 8–12 years of experience in account management, client success, or merchant growth.
• Minimum 3 years in leadership, managing remote and multi-country teams.
• Background in e-commerce, fin-tech, or marketplace business models.
• Demonstrated success in growing existing account revenue through strategic planning.
• Strong analytical, leadership, and interpersonal skills.
• Fluent in English (Arabic or Turkish is a plus).
• Bachelor’s degree in Business, Economics, or related field (MBA is a plus)

Technical Skills / Tools:

• CRM: Zoho, Salesforce, for any CRM experience for tracking.
• BI: Power BI or Tableau for merchant performance analytics, merchant GMV monitors.
• Communication: Slack, Zoom, MS Teams.
• Reporting: Microsoft MS tools, including Excel (Pivot Tables, VLOOKUP, trends by cohort).
• Familiarity with account reactivation techniques and cohort analysis logic.