Merchant Success Unit Manager
Job Summary
Job Description
The Merchant Success Unit Manager at LikeCard is responsible for driving merchant growth and maximizing the value of partnerships. Key responsibilities include identifying growth opportunities, implementing upselling and cross-selling strategies to increase GMV by 20% yearly, maintaining merchant churn below 10%, ensuring consistent GMV performance, optimizing customer experience and response times, representing LikeCard in executive engagements, overseeing account adjustments and payment processing, and developing and tracking SLAs. The role requires strong analytical skills, data analysis proficiency, and excellent communication skills to engage with C-level executives and foster deep merchant relationships. Success is measured by GMV increases, merchant retention, customer satisfaction, and operational efficiency.
Must have:
- Bachelor's degree in relevant field
- 20% yearly GMV increase
- Maintain <10% churn rate
- 80% product mix acceptance
- Consistent GMV performance
- Excellent communication skills
Good to have:
- Customer Success Certification
- E-commerce & Digital Payments certificates
- Experience with Zoho CRM
- PowerBI proficiency
- Payment processing expertise
- Understanding of LikeCard's offerings
1 skill required
Job Details
The Merchant Success team members at LikeCard
are dedicated to helping merchants thrive and derive maximum value from their
partnership. They actively contribute to merchant growth by identifying and
implementing strategies for cross-selling, upselling, and enhancing the overall
customer experience. Additionally, they serve as the internal champions for
merchants, advocating for their needs and ensuring a smooth and supportive
partnership.
DUTIES AND RESPONSIBILITIES
Growth and Sales Focused:
- Identify growth opportunities within the merchant portfolio and ensure yearly 20% GMV increases.
- Upsell and cross-sell products with a focus on increasing overall merchant revenue.
- Ensure product mix acceptance on merchant platforms with a minimum 80 percent success rate.
- Identify growth opportunities within the merchant portfolio and ensure yearly 20% GMV increases.
Merchant Retention and Churn Management:
- Maintain merchant churn rate at or below 10 percent year over year.
- Maintain a consistent GMV performance of listed merchants, ensuring they do not drop below 25% for accounts scaled beyond SAR100K monthly.
- Maintain merchant churn rate at or below 10 percent year over year.
Customer Experience and Satisfaction:
- Monitor and optimize first-response and issue-resolution times according to SLAs.
- Represent LikeCard in high-level meetings and executive engagements to foster deep merchant relationships.
- Monitor and optimize first-response and issue-resolution times according to SLAs.
Operational Efficiency:
- Oversee all account adjustments, payment processing, and discrepancies, ensuring efficient service delivery.
- Develop, implement, and track SLA agreements with merchants, ensuring timely issue resolution.
- Oversee all account adjustments, payment processing, and discrepancies, ensuring efficient service delivery.
Engagement and Communication:
- Measure and increase the frequency and quality of touchpoints with C-level executives.
- Engage merchants during contract renewal periods to showcase value and drive retention.
- Measure and increase the frequency and quality of touchpoints with C-level executives.
Requirements
Bachelor’s Degree in a relevant field such as:
• Business Administration
• Marketing
• Finance
• Data Analytics
• E-commerce or Digital Business
Preferred but Not Mandatory:
• Customer Success Certification from SuccessCOACHING, LinkedIn Learning, or Gain-sight – or any similar platform.
• E-commerce & Digital Payments certificates.
• Experience with platforms like Zoho CRM.
• Ability to use data (PowerBI) to track merchant performance and identify growth areas.
• Payment processing, account adjustments, and SLA tracking.
• Initial understanding of LikeCard’s offerings.
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