Head of Merchant Success
Job Summary
Job Description
Lead the merchant success department for LikeCard B2B Channel, focusing on revenue growth from existing merchants through upsell, cross-sell, and reactivation strategies across Egypt and KSA. This role involves managing merchant success teams, driving merchant performance, and implementing growth plans by segment. Key responsibilities include monitoring Gross Merchandise Volume (GMV), churn, and growth Key Performance Indicators (KPIs), conducting business reviews with key merchants, managing merchant satisfaction and issue resolution, and standardizing merchant care playbooks. The Head of Merchant Success will also identify and activate dormant accounts and collaborate with various departments to remove growth blockers, owning sales targets derived solely from the existing merchant base.
Must have:
- 8-12 years of experience in account management, client success, or merchant growth.
- Minimum 3 years of leadership experience.
- Proven success in growing existing account revenue.
- Strong analytical, leadership, and interpersonal skills.
- Fluent in English.
- Experience with CRM tools like Zoho or Salesforce.
- Experience with BI tools like Power BI or Tableau.
- Proficiency in Microsoft Excel (Pivot Tables, VLOOKUP, trends by cohort).
- Familiarity with account reactivation techniques.
Good to have:
- Experience managing remote and multi-country teams.
- Background in e-commerce, fin-tech, or marketplace business models.
- MBA degree.
- Arabic or Turkish language proficiency.
11 skills required
Job Details
Role: Head of Merchant Success
Business: LikeCard B2B Channel
Function: Lead the merchant success department across Egypt, KSA
Scope: Grow sales from existing merchants through upsell, cross-sell, and reactivation.
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.
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About The Company
About SoftwareUs: SoftwareUs, a LikeCard Company, is a leading innovator in the Fin-tech and E-commerce space, delivering high-quality, cutting-edge d...About SoftwareUs SoftwareUs, a LikeCard Company, is a ...
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