Merchant Retention Lead
About Us
Tamara is a leading fintech platform in Saudi Arabia and the GCC region with a mission to help people own their dreams built on being simple, trusted, and everywhere our customers need us. Today, more than 25 million customers and over 130,000 partner merchants depend on Tamara every day for reliable financial solutions across retail, travel, education, healthcare, and beyond. Tamara is backed by Sanabil Investments, a wholly owned company of the Public Investment Fund (PIF), and SNB Capital, among others.
Your role
The Merchant Retention Lead owns the retention and reactivation of unmanaged SMB merchants across the UAE. This role leads a team of specialists who contact churned merchants to understand why they stopped transacting and resolve or escalate the issue.
The team also proactively monitors unmanaged merchants whose order volume is slowing down, identifies the reasons behind the decline, and provides the right support before they fully churn.
Your responsibilities:
Team leadership and execution:
- Lead, coach, and performance-manage a team of Specialists
- Set team priorities, merchant portfolios, outreach targets, and follow-up SLAs
- Establish a clear daily and weekly operating rhythm for c
