Customer Relationship Manager

About the Role

Moyasar is seeking a Customer Relationship Manager to manage and expand a portfolio of merchant accounts. This full-time role, based in Riyadh, Saudi Arabia, combines customer success, account management, and portfolio growth responsibilities. The successful candidate will build trusted relationships with merchants, monitor their payment performance, and work to increase their transaction volume through Moyasar, aiming to establish Moyasar as their primary payment partner.

Key Responsibilities

• Manage and grow a portfolio of merchants across various industries and business sizes.
• Build strong relationships with key decision-makers and merchant stakeholders.
• Monitor transaction volumes, payment activity, approval rates, conversion rates, and overall merchant performance.
• Identify merchants using Moyasar as a secondary payment provider and develop strategies to increase their transaction volume through Moyasar.
• Conduct regular merchant visits, business reviews, and performance meetings.
• Identify opportunities to increase payment volumes, activate additional payment methods, and expand merchant usage.
• Monitor account health and proactively address declining volumes, inactivity, service issues, or potential churn.
• Develop and follow up on account growth plans for key merchants.
• Manage merchant issues and escalations, maintaining ownership through resolution.
• Collect merchant feedback and share actionable insights with relevant internal teams.
• Prepare regular portfolio reports covering performance, growth opportunities, risks, and action plans.
• Maintain accurate records of merchant activities, opportunities, visits, and follow-ups in the CRM system.
• Support merchant onboarding, activation, retention, and ongoing growth.

Qualifications and Experience

• Bachelor's degree in Business Administration, Marketing, Finance, Information Technology, Management Information Systems, or a related field.
• 2-5 years of experience in customer success, account management, portfolio management, relationship management, business development, or a similar commercial role.
• Experience managing a portfolio of merchants or business customers with responsibility for growth and retention.
• Experience in fintech, payments, banking, e-commerce, or financial services is strongly preferred.
• Proven track record of growing customer accounts, increasing transaction volumes, and improving customer retention.
• Saudi national.

Required Skills

• Strong understanding of merchant performance, transaction volumes, payment flows, and commercial account management.
• Strong communication, negotiation, presentation, and relationship-building skills, with experience building relationships with merchants and senior decision-makers, including founders, finance teams, and operations teams.
• Strong analytical and problem-solving skills, with the ability to translate performance data into actionable account or growth plans.
• Good understanding of CRM systems and reporting tools.
• Fluent in both Arabic and English.

Work Environment

This is a full-time position based in Riyadh, Riyadh, Saudi Arabia.