Merchant Relationship Specialist Job Network International
Network International
Job description
Sales & Marketing Jobs, Network International Jobs. Looking for a sales job in Kenya? Network International is hiring a Merchant Relationship Specialist skilled in merchant onboarding, client relationship management, payment solutions, and business development.
About The Role
The Merchant Relationship Specialist is responsible for building and sustaining high-value relationships with a portfolio of merchants across assigned markets. This role drives merchant satisfaction, retention, and revenue growth by offering proactive account management, first-line support, and strategic product expansion. The incumbent acts as the merchant’s internal advocate, ensuring seamless service delivery and maximizing product adoption across Network International’s ecosystem.
Key Responsibilities
Account Management
- Manage a portfolio of merchants and foster long-term, trust-based relationships.
- Conduct regular merchant visits to understand business needs and strengthen engagement.
- Represent merchant interests internally, generating insights and removing service obstacles.
- Lead onboarding and training sessions to ensure merchants can independently navigate the portal.
- Maintain comprehensive product knowledge to advise merchants effectively.
- Tailor engagement strategies based on merchant lifecycle stages and business priorities.
Business Growth
- Drive usage and transaction volume growth across assigned merchant accounts.
- Reactivate dormant accounts through targeted outreach and retention strategies.
- Identify upsell and cross-sell opportunities and support product expansion initiatives.
- Collaborate with Sales to support acquisition and onboarding efforts.
- Source new merchant leads and referrals through existing relationships and market intelligence.
- Track merchant engagement and growth trends using internal tools and CRM.
First Line Support
- Respond to merchant queries and complaints with timely, effective solutions.
- Coordinate with internal departments to resolve service issues and streamline support.
- Build strong working relationships across teams to ensure smooth merchant experience.
- Document and monitor recurring issues, proposing improvements where needed.
Operations
- Stay informed on industry trends, competitor activity, and regulatory developments.
- Share market insights and merchant feedback with your line manager withing agreed timelines.
- Uphold compliance with internal policies, ethical standards, and merchant services protocols.
- Contribute to continuous improvement of merchant experience and operational processes
Key Requirements
- Bachelor’s degree in Business Administration, Finance, Marketing, or a related field.
- 2–4 years of experience in account management, merchant services, or fintech client-facing roles.
- Proven track record in relationship building, client retention, and revenue growth.
- Proficiency in CRM and ticketing platforms for tracking merchant interactions, query resolution and SLA tracking.
- Experience working with POS systems, payment gateways, or merchant portals.
- Ability to interpret and present merchant transaction data, usage trends, and product adoption metrics.
- Familiarity with merchant onboarding flows, including KYC, training, and portal setup.
- Familiarity with merchant lifecycle management and customer success frameworks.
- Strong understanding of local market dynamics and regulatory environment.
- Strong relationship management and client-facing communication.
- Proactive problem solver with high ownership and accountability.
- Collaborative team player with cross-functional agility.
- High integrity, professionalism, and customer-centricity.