Merchant Success 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 Merchant Success team members
• Set city-level territories, merchant portfolios, visit plans, and daily priorities
• Build a field operating rhythm covering daily execution and weekly performance reviews
• Own Merchant Success execution from First Order Date until transaction thresholds are met
• Ensure internal and external health checks are completed for merchants
• Own the Merchant Success KPI dashboard and provide weekly performance reporting
• Analyze recurring blockers and recommend changes to processes or product experience

Requirements

• 2+ years of experience in merchant success, account management, field sales, or retail operations
• 2+ years of direct people-management experience, ideally leading a field-based team
• Demonstrated ability to manage performance through KPIs and coaching
• Strong communication, stakeholder-management, and escalation skills
• Experience diagnosing operational blockers and coordinating resolution
• Comfort working in the field and travelling regularly across Dubai, Sharjah, and Abu Dhabi
• Strong analytical skills to turn performance data into actions
• Ability to coach non-technical merchant or retail staff on product usage