Merchant Relationship Specialist at Network International

Nairobi, Nairobi County, Kenya -

Full Time

Start Date

Immediate

Expiry Date

17 Oct, 26

Salary

0.0

Posted On

19 Jul, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Account Management, Relationship Building, Client Retention, Revenue Growth, CRM Proficiency, POS Systems, Payment Gateways, Merchant Onboarding, KYC, Data Interpretation, Customer Success, Cross-functional Collaboration, Problem Solving, Communication, Market Analysis, Strategic Planning

Industry

IT Services and IT Consulting

Description

About Us: Network International is the largest Financial Technology company in Middle East and Africa. Payments is our core business where we provide services in more than 50 countries – UAE, Jordan, South Africa, Egypt are some of our key markets. Apart from payments, we provide services on Data and Insights, Lending, Insurance, Risk Solutions, etc. Our core customers are businesses at every scale and segment, though recently we are growing in direct to consumer card segment as well. Our EVP: At Network International, we always stay ahead. . In the fast-paced world of financial services, we thrive on innovation, agility, and purposeful collaboration. We invest first in our people, empowering you to make bold decisions, learn fast, and grow your expertise alongside industry leaders. Here, solving complex problems means more than using cutting-edge technology; it’s about creating meaningful value for our customers, together. We foster a culture where trust, accountability, and achievement go hand in hand—because success isn’t just a goal; it’s how we work, every day, as one team. 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. Network International is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds, nationalities, and experience levels. We are committed to creating an inclusive workplace where innovation, diversity, and performance thrive.

Responsibilities

The role focuses on building and sustaining high-value relationships with a portfolio of merchants to drive satisfaction, retention, and revenue growth. It involves proactive account management, first-line support, and identifying upsell opportunities within the fintech ecosystem.