Merchant Account Manager

About Capillary

Capillary offers an Intelligent Customer Engagement platform to retailers and consumer businesses managing the entire life cycle of customer data from acquisition, analysis, insights, and activations. Over 400 marquee brands across 30+ countries, including global conglomerates like Tata, Shell, VF Brands, Walmart, Al-Futtaim, KFC, Starbucks, Madura Garments, and Landmark Group, trust

Capillary to enable easy and seamless consumer experiences. With over 600 million consumers and 50000 stores on the platform, Capillary is Asiaʼs leading SaaS Product Company. Over 500 Capillary associates across 14 global offices are continually innovating to find new ways for brands to make their consumersʼ lives easier and experiences memorable. Capillary is backed by Warburg Pincus, Sequoia Capital, Norwest Venture Partners, Qualcomm Ventures, and American Express Ventures.

Capillaryʼs tech stack is always at the forefront of cutting-edge technologies that work at a huge scale.

Job Description

We partner with leading retail merchants across the UK to secure cashback, card-linked, and affiliate offers, which are hosted directly on our client's loyalty and digital engagement platforms.

While our business development team successfully secures new partnerships, we are looking for a dedicated Merchant Account Manager to lead and elevate our post-sales merchant strategy. In this critical relationship-focused role, you will be the single point of contact for onboarded merchants—ensuring their campaigns perform exceptionally well, building long-term retention, and maximizing ongoing engagement within the bank’s loyalty ecosystem.

What you’ll do?

• Relationship & Portfolio Management: Act as the strategic partner and primary day-to-day point of contact for UK retail merchants hosting offers on the client’s loyalty platform.
• Retention & Renewal: Proactively manage account health to drive merchant retention, renewing expiring offers, and minimizing churn.
• Campaign Optimization & Performance Tracking: Analyze campaign data (redemptions, spend, customer engagement etc) to deliver actionable insights, proving ROI to merchant marketing/commercial leads.
• Upselling & Expansion: Identify opportunities for merchants to run featured promotions, exclusive cashback rates, or seasonal banking app placements.
• Cross-Functional Collaboration: Serve as the liaison between merchants, internal operational/technical teams, and our banking client to resolve day-to-day inquiries, offer updates, and tracking/reporting issues.
• Feedback Loop: Gather merchant feedback to help refine onboarding processes, campaign reporting, and future product offerings.

What are we looking for?

• 3 to 5 years of experience in B2B Account Management or Relationship Management within Affiliate Marketing, Cashback Platforms, Card-Linked Offers (CLO), or Merchant Loyalty Programs.
• Proven track record of retaining and growing merchant/advertiser relationships, proving digital ROI, and negotiating contract renewals.
• Strong analytical mindset—comfortable translating transaction data and marketing analytics into clear storyboards and strategic recommendations for brand managers.
• Exceptional communication, presentation, and relationship-building skills.
• Familiarity with affiliate networks (e.g., Awin, CJ, Impact) or transaction-linked technologies is highly desirable.
• This role involves travelling to merchant and client locations at least 50% of the time, travel expenses outside London paid for by the company.