Merchant Relationship Manager

Role and Purpose

As a Merchant Relationship Manager at Xoxoday, you will be responsible for acquiring, managing, and maintaining

strong relationships with both merchants and clients. This role ensures seamless collaboration, optimizes

merchant partnerships, enhances client satisfaction, and drives business growth through strategic relationship

management and revenue optimization.

Key Responsibilities

Merchant Acquisition & Onboarding:

• Generate leads, build a strong merchant portfolio, and establish long-term merchant relationships.
• Conduct daily outreach to identify and onboard new merchants, expanding the business portfolio.
• Negotiate commercial terms, contracts, and agreements to ensure favorable partnerships.
• Oversee the seamless integration and onboarding process for merchants.
  
  

Relationship Management

• Serve as the primary point of contact for both merchants and clients, addressing their needs and concerns.
• Foster strong, long-term relationships to enhance merchant and client satisfaction and retention.
• Conduct regular business reviews and performance assessments with merchants and clients.
  
  

Revenue Growth & Performance Optimization

• Develop strategies to increase merchant engagement, transaction volumes, and client satisfaction.
• Identify cross-selling and upselling opportunities to maximize business potential.
• Monitor key performance metrics and provide insights for continuous improvement.
• Prepare and effectively communicate the progress of weekly, monthly, and quarterly reports to internal and
  
  

external stakeholders.

• Establish and manage relationships with merchants, clients, and third-party partners, ensuring the
  
  

achievement of key performance indicators (KPIs) that drive revenue generation.

• Support additional tasks assigned by management to align with company priorities.
  
  

Market & Competitor Analysis

• Stay informed about market trends, competitor strategies, and industry shifts.
• Provide feedback to internal teams to refine merchant and client offerings.
• Work closely with marketing and product teams to develop market-driven solutions.
  
  

Operational & Compliance Support

• Ensure all merchants comply with regulatory and business requirements.
• Collaborate with finance and operations teams to resolve merchant and client-related issues efficiently.
• Handle escalations and troubleshoot problems with a focus on maintaining superior service levels.
• Maintain superior customer service levels, ensure operational excellence, and provide strategic insights to
  
  

enhance business performance.

Qualifications & Skills

• Education: Bachelor’s degree in business or a related field.
• Industry Experience: Proven experience in Loyalty, Banking, or Financial Services, with preferred exposure to
  
  

loyalty management.

• Results-Driven & Analytical: Target-oriented, with strong analytical and problem-solving skills.
• Merchant & Market Knowledge: Deep understanding of merchant services and acquisition across dining,
  
  

entertainment, retail, wellness, leisure, and hospitality sectors.

• Banking & Card Operations: Strong knowledge of banking processes, card services, and business operations.
• Stakeholder Management: Ability to liaise, present, and collaborate with senior stakeholders in new and
  
  

existing client organizations.

• Communication & Influence: Excellent communication, interpersonal, and negotiation skills to drive strategic
  
  

direction and influence decision-making.

• Self-Management & Initiative: Highly motivated, proactive, and capable of managing tasks independently.
• Cultural Awareness: Strong multi-cultural sensitivity and the ability to work effectively within international
  
  

teams.

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