Customer Relationship Manager

About the role:
We are looking for a strong, commercially minded Customer Relationship Manager to manage and grow a portfolio of merchants.

This role combines customer success, account management, and portfolio growth. You will be responsible for building trusted relationships with merchants, monitoring their payment performance, increasing their transaction volume through Moyasar, and ensuring Moyasar becomes a primary payment partner rather than a backup or secondary provider.

The ideal candidate is proactive, confident, commercially driven, and comfortable engaging directly with merchants, conducting business reviews, identifying growth opportunities, and taking ownership of account performance.

Key Responsibilities

• Manage and grow a portfolio of merchants across different industries and business sizes.
• Build strong relationships with key decision makers and merchant stakeholders.
• Monitor transaction volumes, payment activity, approval rates, conversion rates, and overall merchant performance.
• Identify merchants using Moyasar as a secondary payment provider and develop plans to increase their transaction volume through Moyasar.
• Conduct regular merchant visits, business reviews, and performance meetings.
• Identify opportunities to increase payment volumes, activate additional payment methods, and expand merchant usage.
• Monitor account health and proactively address declining volumes, inactivity, service issues, or potential churn.
• Develop and follow up on account growth plans for key merchants.
• Manage merchant issues and escalations while maintaining ownership through resolution.
• Collect merchant feedback and share actionable insights with relevant internal teams.
• Prepare regular portfolio reports covering performance, growth opportunities, risks, and action plans.
• Maintain accurate merchant activities, opportunities, visits, and follow-ups in the CRM.
• Support merchant onboarding, activation, retention, and ongoing growth.

Requirements

• Bachelor’s degree in Business Administration, Marketing, Finance, Information Technology, Management Information Systems, or a related field.
• 2+ years of experience in customer success, account management, portfolio management, relationship management, business development, or a similar commercial role.
• Experience managing a portfolio of merchants or business customers with responsibility for growth and retention.
• Experience in fintech, payments, banking, e-commerce, or financial services is strongly preferred.
• Proven track record of growing customer accounts, increasing transaction volumes, and improving customer retention.
• Strong understanding of merchant performance, transaction volumes, payment flows, and commercial account management.
• Strong communication, negotiation, presentation, and relationship building skills.
• Strong commercial mindset with the ability to identify and convert growth opportunities.
• Strong analytical and problem solving skills, with the ability to turn performance data into actionable plans.
• Proactive, persistent, and comfortable taking ownership of customer and portfolio performance.
• Strong stakeholder management skills and attention to detail.
• Good understanding of CRM systems and reporting tools.
• Fluent in Arabic and English.