Head Of Product- Merchant Experience B2B

Role Summary

Botim For Business is building an integrated financial ecosystem serving merchants across payments, lending, payroll, and cross-border financial services.

The Head of Merchant Experience (Product) will own the end-to-end merchant journey across all product lines within the vertical: 1. Acquiring – POS & E-commerce Payment Gateway 2. SME Lending 3. WPS (Wage Protection System) 4. B2B Remittance.

This is a horizontal product leadership role responsible for ensuring a seamless, unified, and intuitive merchant experience across onboarding, activation, usage, servicing, and expansion. The role requires strong stakeholder orchestration across multiple product managers, engineering, risk, compliance, operations, and commercial teams.

Responsibilities

• Own the End-to-End Merchant Journey
• Define and continuously optimize the merchant lifecycle: acquisition → onboarding → activation → growth → retention.
• Ensure consistency in UX, flows, pricing transparency, and servicing experience.
• Identify friction points across products and drive cross-functional improvements.
• Cross-Product Experience Strategy
• Develop and articulate a unified Merchant Experience Vision.
• Standardize onboarding, KYC journeys, dashboards, reporting, notifications, and support models.
• Align design systems and product patterns across POS, Gateway, Lending, WPS, and Remittance.
• Drive omnichannel coherence across app, web, and merchant portals.
• Stakeholder Leadership & Alignment
• Act as the central experience owner across product silos.
• Partner closely with PMs across all verticals.
• Collaborate with Engineering, Design, Risk, Compliance, Operations, Sales, and Customer
  
  

• Facilitate cross-product prioritization and resolve trade-offs.
• Influence roadmap decisions to balance vertical goals with horizontal excellence.
• Merchant Insights & Data-Driven Optimization
• Establish and track experience KPIs: activation rate, time-to-live, onboarding drop-offs, cross-sell conversion, NPS, retention.
• Leverage analytics and merchant feedback to drive improvements.
• Lead usability testing and merchant research initiatives.
• Operational Excellence & Service Design
• Ensure seamless handoffs between product lines (e.g., acquiring to lending eligibility).
• Improve servicing journeys including settlements, refunds, loan repayments, payroll processing.
• Partner with operations to reduce manual processes and turnaround times.
• Drive automation and self-serve capabilities.
• Governance & Roadmap Oversight
• Establish and lead a Merchant Experience Council across product owners.
• Maintain a unified cross-product roadmap highlighting dependencies.
• Identify duplication or conflicting flows across verticals.
• Escalate systemic risks and structural experience gaps to executive leadership.
  
  

• 10–15 years of Product Management experience with strong exposure to fintech, payments, or SME financial services.
• Experience leading cross-functional, multi-product ecosystems.
• Proven ability to operate effectively in a matrixed organization.
• Strong understanding of merchant acquiring, SME lending lifecycle
• Demonstrated success improving activation, retention, and cross-sell metrics.
• Strong executive presence and stakeholder management skills.
• Data-driven mindset with comfort in analytics and experimentation.
• Experience working within regulated financial environments.
  
  

• Strategic systems thinker
• Influencer and consensus builder
• Customer-obsessed and journey-oriented
• Structured communicator
• Comfortable managing ambiguity
• Decisive and outcome-focused