Merchant Retention Lead

About the Company

Tamara is a leading fintech platform in Saudi Arabia and the GCC region with a mission to help people own their dreams built on being simple, trusted, and everywhere our customers need us. Today, more than 25 million customers and over 130,000 partner merchants depend on Tamara every day for reliable financial solutions across retail, travel, education, healthcare, and beyond.

Responsibilities

• Lead, coach, and performance-manage a team of Specialists
• Set team priorities, merchant portfolios, outreach targets, and follow-up SLAs
• Own outreach to churned merchants and build early-intervention approaches for slowing transaction volumes
• Build and maintain team SOPs, call guides, and recovery playbooks
• Analyze churn and slowdown reasons to identify recurring patterns and recommend product improvements
• Coordinate cross-functionally with Product, Engineering, Risk, and Finance teams to resolve merchant issues
• Track team activity and outcomes including reactivation rates and recovered transaction volume

Requirements

• 2+ years of experience in merchant success, retention, account management, or sales
• Previous experience leading or coaching a customer-facing team
• Experience in fintech, payments, BNPL, e-commerce, or merchant acquiring
• Experience working with SMB merchants in the UAE
• Strong analytical mindset and CRM discipline
• Arabic language capability and professional English

Preferred Qualifications

• Experience in churn prevention or merchant reactivation
• Proven ability to manage performance through KPIs and operating cadences