Role overview

Tamara is a fintech platform operating across Saudi Arabia and the GCC region, serving over 25 million customers and more than 130,000 partner merchants with financial solutions in retail, travel, education, healthcare, and related sectors. As Merchant Retention Lead, you will own the retention and reactivation strategy for unmanaged small and medium-sized business merchants across the UAE, leading a specialist team focused on re-engaging merchants who have stopped transacting and supporting those experiencing declining activity.

Key responsibilities

Lead, coach, and manage performance of a team of specialists responsible for contacting and working with churned merchants to understand their disengagement and resolve underlying issues.
Establish operating rhythms, priorities, outreach targets, and service-level agreements for your team while monitoring call quality, customer relationship management updates, and execution of action plans.
Build and maintain standard operating procedures, call guides, churn-reason frameworks, escalation pathways, and recovery playbooks tailored to different merchant segments and issue types.
Identify and analyse patterns in churn and slowdown reasons by merchant segment and issue type, then communicate findings and systemic problems to relevant teams and leadership.
Coordinate across Product, Engineering, Care, Risk, Finance, Commercial, Onboarding, Training, and Operations teams to resolve merchant blockers and follow through until clear outcomes are achieved.
Track and report on team metrics including contact rates, reason identification, reactivation rates, and recovered transaction volume, with regular coaching based on quality, productivity, and merchant outcomes.
Proactively monitor unmanaged merchants with slowing transaction volumes, identify the underlying causes, and provide targeted support to prevent full churn.

Requirements

Minimum two years of experience in merchant success, retention, account management, customer success, sales, or a closely related function.
Proven experience leading or coaching a customer-facing team.
Strong analytical mindset with the ability to identify patterns from merchant feedback and performance data and translate them into actionable insights.
Demonstrated ability to build practical standard operating procedures, frameworks, and action plans that drive team performance.
Experience managing performance through key performance indicators, operating cadences, and coaching methodologies.
Strong stakeholder management and escalation skills, with high ownership and follow-through on open issues.
Arabic language capability alongside professional English.
Experience in fintech, payments, buy-now-pay-later, e-commerce, or merchant acquiring is valued, as is prior work with SMB merchants in the UAE or experience specifically in churn prevention and customer retention.

What makes this role worth considering

You will be part of a mission-driven fintech platform backed by substantial investment from the Public Investment Fund, working within a large and established ecosystem across the GCC. This role offers the opportunity to directly impact merchant success and recovery at scale, working cross-functionally with senior teams across product, risk, finance, and commercial functions to solve systemic problems and drive meaningful improvements.

How to apply

Use the Apply button to view the official job posting and submit your application on Tamara Dubai Jobs: Essential Guide to Careers (2026)'s careers site.

ImmigrationCafe is a job listing directory, not a recruiter. Applications are submitted on the employer's official careers website.