Job Summary
We are looking for a Merchant Relationship Officer to build, manage, and grow strong relationships with onboarded merchants.
The role will serve as a key point of contact for merchants, supporting their activation, engagement, sales growth, operational performance, and retention. The officer will also identify new merchant opportunities, conduct market research, support market penetration, and provide regular merchant performance reports.
The ideal candidate is relationship oriented, commercially driven, organized, and comfortable visiting merchants in person and working in a fast paced e-commerce environment.
Key Responsibilities
- Act as the main point of contact for onboarded merchants.
- Build and maintain strong, long-term merchant relationships.
- Conduct regular merchant visits and calls, including weekend follow ups where required.
- Identify and maintain a merchant pool of potential new merchants.
- Visit merchants based on merchant requests or management direction.
- Identify underperforming merchants and develop improvement plans.
- Resolve merchant complaints and operational challenges, escalating issues when necessary.
- Identify opportunities to grow merchant sales through promotions, campaigns, and product expansion.
- Prepare daily, weekly, and monthly merchant performance reports, including merchant activity, transaction volume, and revenue.
- Drive merchant retention, satisfaction, engagement, and long-term platform loyalty.
Requirements & Qualifications
Education
- Bachelor’s degree in Marketing, Business Administration, Sales, Management or a related field.
Experience
- Minimum 1+ year of experience in merchant relationship management, account management, merchant onboarding, sales, business development, or a related commercial role.
- Experience working with e-commerce, FMCG, retail, logistics, or technology businesses is an advantage.
- Experience with merchant onboarding, contract signing, product identification, ecommerce and merchant activation is preferred.
