Merchant Success Lead

📋 Description

• Lead, coach, and performance-manage a team of Merchant Success team members
• Set city-level territories, merchant portfolios, visit plans, and daily priorities based on volume
• Build a field operating rhythm covering daily execution, weekly performance reviews, coaching, and
• Conduct audits to improve merchant conversations and execution quality
• Forecast capacity and rebalance workload to maintain SLA coverage across all assigned merchants
• Create clear onboarding, playbooks, and performance expectations for new team members

🎯 Requirements

• 2+ years of experience in merchant success, account management, field sales, retail operations
• 2+ years of direct people-management experience, ideally leading a distributed or field-based team
• Demonstrated ability to manage performance through KPIs, operating cadences, coaching, and
• Strong communication, stakeholder-management, and escalation skills
• Experience diagnosing operational blockers and coordinating multiple teams to drive resolution
• Comfort working in the field and travelling regularly across Dubai, Sharjah, and Abu Dhabi