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.
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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.