Merchant Relationship Specialist

Merchant Relationship Specialist

The Merchant Relationship Specialist is responsible for building and sustaining high-value relationships with a portfolio of merchants across assigned markets. This role drives merchant satisfaction, retention, and revenue growth by offering proactive account management, first-line support, and strategic product expansion. The incumbent acts as the merchant’s internal advocate, ensuring seamless service delivery and maximizing product adoption across Network International’s ecosystem.

Key Responsibilities

Account Management:

• Manage a portfolio of merchants and foster long-term, trust-based relationships.
• Conduct regular merchant visits to understand business needs and strengthen engagement.
• Represent merchant interests internally, generating insights and removing service obstacles.
• Lead onboarding and training sessions to ensure merchants can independently navigate the portal.
• Maintain comprehensive product knowledge to advise merchants effectively.
• Tailor engagement strategies based on merchant lifecycle stages and business priorities.

Business Growth:

• Drive usage and transaction volume growth across assigned merchant accounts.
• Reactivate dormant accounts through targeted outreach and retention strategies.
• Identify upsell and cross-sell opportunities and support product expansion initiatives.
• Collaborate with Sales to support acquisition and onboarding efforts.
• Source new merchant leads and referrals through existing relationships and market intelligence.
• Track merchant engagement and growth trends using internal tools and CRM.

First Line Support:

• Respond to merchant queries and complaints with timely, effective solutions.
• Coordinate with internal departments to resolve service issues and streamline support.
• Build strong working relationships across teams to ensure smooth merchant experience.
• Document and monitor recurring issues, proposing improvements where needed.

Operations:

• Stay informed on industry trends, competitor activity, and regulatory developments.
• Share market insights and merchant feedback with your line manager within agreed timelines.
• Uphold compliance with internal policies, ethical standards, and merchant services protocols.
• Contribute to continuous improvement of merchant experience and operational processes

Key Requirements:

• Bachelor’s degree in Business Administration, Finance, Marketing, or a related field.

• 2–4 years of experience in account management, merchant services, or fintech client-facing roles.

• Proven track record in relationship building, client retention, and revenue growth.

• Proficiency in CRM and ticketing platforms for tracking merchant interactions, query resolution and SLA tracking.

• Experience working with POS systems, payment gateways, or merchant portals.

• Ability to interpret and present merchant transaction data, usage trends, and product adoption metrics.

• Familiarity with merchant onboarding flows, including KYC, training, and portal setup.

• Familiarity with merchant lifecycle management and customer success frameworks.

• Strong understanding of local market dynamics and regulatory environment.

• Strong relationship management and client-facing communication.

• Proactive problem solver with high ownership and accountability.

• Collaborative team player with cross-functional agility.

• High integrity, professionalism, and customer-centricity.

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