Customer Relationship Manager

About the role:

We are looking for a commercially minded Customer Relationship Manager to manage and grow a portfolio of merchants and business customers.

The ideal candidate will have 1–4 years of experience in account management, customer relationship management, or merchant management, preferably within fintech, payments, banking, e-commerce, or financial services.

This role focuses on merchant retention, account growth, transaction volume growth, upselling, cross-selling, and building strong relationships with key merchant stakeholders.

Key Responsibilities

• Build and maintain strong relationships with merchant decision-makers and stakeholders.
• Monitor transaction volumes, payment activity, approval rates, and merchant performance.
• Identify opportunities to increase transaction volumes and merchant usage through Moyasar.
• Identify and execute upselling and cross-selling opportunities.
• Develop account growth plans to increase merchant revenue and payment activity.
• Monitor account health and proactively address declining volumes, inactivity, service issues, and churn risks.
• Conduct regular merchant visits, business reviews, and performance meetings.
• Manage merchant issues and escalations while maintaining ownership until resolution.
• Support merchant onboarding, activation, retention, and ongoing growth.
• Maintain accurate merchant activities, opportunities, visits, and follow-ups in the CRM.
• Prepare portfolio reports covering performance, growth opportunities, risks, and action plans.

Requirements

• Bachelor’s degree in Business Administration, Marketing, Finance, Information Technology, Management Information Systems, or a related field.
• 1–4 years of professional experience in:
• Account Management
• Customer Relationship Management
• Merchant Management
• Customer Success
• Demonstrated experience in account growth, customer retention, upselling, or cross-selling.
• Experience in fintech, payments, e-commerce, or financial services is strongly preferred.
• Understanding of payment solutions, transaction volumes, merchant performance, or payment processing is preferred.
• Strong relationship management, communication, negotiation, and presentation skills.
• Strong analytical and problem-solving skills with the ability to use account performance data to identify growth opportunities.
• Fluent in Arabic and English.