Customer Relationship Manager

About the role

We are seeking a commercially‑driven Customer Relationship Manager to oversee and expand a portfolio of merchants. The role blends customer success, account management and growth initiatives, ensuring our payment solution becomes the primary choice for merchants.

Key responsibilities

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

Required profile

• Bachelor's degree in Business Administration, Marketing, Finance, IT, MIS or a related field.
• 2+ years of experience in customer success, account management, portfolio or relationship management.
• Experience managing a portfolio of merchants or business customers with responsibility for growth and retention.
• Fintech, payments, banking, e‑commerce or financial services background is strongly preferred.
• Proven track record of growing accounts, increasing transaction volumes and improving retention.
• Strong communication, negotiation and relationship‑building skills with senior decision‑makers.
• Analytical and problem‑solving abilities to turn performance data into actionable plans.
• Fluent in Arabic and English.
• Saudi national.

Required skills

• CRM systems