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. • 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.