Opportunity at
TamaraMerchant Retention Lead
Tamara is a prominent financial technology platform operating in Saudi Arabia and the GCC region. Backed by investors including Sanabil Investments and SNB Capital, the organization…
Career Tools
About This Role
Tamara is a prominent financial technology platform operating in Saudi Arabia and the GCC region. Backed by investors including Sanabil Investments and SNB Capital, the organization serves over 25 million customers and more than 130,000 partner merchants with financial solutions spanning retail, travel, education, healthcare, and other sectors. The company currently seeks a full-time, on-site Merchant Retention Lead in the United Arab Emirates. This position suits a professional with experience…
Job Description
Tamara is a prominent financial technology platform operating in Saudi Arabia and the GCC region. Backed by investors including Sanabil Investments and SNB Capital, the organization serves over 25 million customers and more than 130,000 partner merchants with financial solutions spanning retail, travel, education, healthcare, and other sectors. The company currently seeks a full-time, on-site Merchant Retention Lead in the United Arab Emirates.
This position suits a professional with experience in customer retention, merchant success, or account management who is ready to lead a team of specialists. In this capacity, the individual will oversee the retention and reactivation of unmanaged small and medium-sized business merchants located within the UAE. The role focuses on investigating why merchants stop transacting or experience slowing order volumes, resolving underlying issues, and guiding them through a structured recovery journey.
The person in this role will establish daily and weekly operating rhythms, monitor team performance, build standard operating procedures, and coordinate cross-functional efforts with product, engineering, risk, and other internal departments. Success in this position requires strong analytical capabilities, CRM discipline, problem-solving skills, and the ability to track metrics such as contact rates and reactivation volumes. Candidates must possess professional English proficiency alongside Arabic language capabilities.
Responsibilities
- Lead, coach, and manage the performance of a team of specialists focusing on merchant retention and reactivation
- Establish daily and weekly operating routines for outreach, escalations, follow-ups, and performance reviews
- Direct outreach efforts toward merchants who have had zero orders for a specific number of days
- Build early intervention strategies for unmanaged accounts exhibiting slowing transaction volumes
- Define action plans to address root causes of churn, such as product support, issue resolution, training, or commercial escalation
- Develop and maintain standard operating procedures, churn-reason frameworks, call guides, and recovery playbooks
- Coordinate with product, engineering, care, risk, finance, commercial, onboarding, training, and operations teams to fix merchant issues
- Track and report on team metrics including contact rates, reason identification, reactivation rates, and recovered transaction volume
- Maintain accurate and prompt CRM records for all merchant communications and subsequent actions
Requirements
- At least two years of experience in merchant success, retention, account management, customer success, sales, or a related function
- Prior experience leading or coaching a customer-facing team
- Ability to build practical standard operating procedures, frameworks, and action plans
- Experience managing performance through key performance indicators, coaching, and operating cadences
- Strong stakeholder management and escalation capabilities
- Analytical mindset capable of identifying patterns from performance data and merchant feedback
- Strong customer relationship management discipline and attention to detail
- Professional English proficiency alongside Arabic language capabilities
Qualifications
- Experience working in fintech, payments, buy now pay later, e-commerce, or merchant acquiring
- Experience working with small and medium-sized business merchants in the United Arab Emirates
- Experience focused specifically on churn prevention, customer retention, or merchant reactivation
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the location and work arrangement for this role?
This position is located in the United Arab Emirates and is on-site.
What type of employment is this?
This is a full-time position.
What experience is required for applicants?
Applicants must have at least two years of experience in retention, account management, customer success, sales, or a related function, along with prior experience leading or coaching a customer-facing team. Arabic language capability and professional English are also required.
Is salary information provided in the job posting?
The salary is not stated in the source posting.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.