Role overview

Tamara is a fintech platform serving the GCC region with over 25 million customers and 130,000+ partner merchants across retail, travel, education, healthcare, and other sectors. As Merchant Success Lead, you will oversee the critical first 30 days after merchants go live, leading a team across Dubai, Sharjah, and Abu Dhabi to ensure they are operationally prepared, trained, and supported to achieve meaningful transaction volumes.

Key responsibilities

Lead, coach, and manage performance of Merchant Success team members across the three emirates while setting city-level territories, merchant portfolios, and daily priorities based on volume, risk, and activation potential.
Establish and maintain a consistent field operating rhythm that includes daily execution reviews, weekly performance assessments, coaching sessions, and quality audits focused on improving merchant interactions and execution standards.
Own the health and early performance of SMB merchants from their first order date through the initial transaction threshold, completing both internal checks covering online visibility, widget setup, and operational readiness, and external checks through merchant contact and field visits.
Monitor merchant progress against agreed transaction thresholds and recovery paths, ensuring every unresolved issue has a designated owner, clear next steps, and a committed completion date.
Maintain and report on the Merchant Success KPI dashboard weekly by city, team member, cohort, and issue type, tracking metrics including health-check attainment, visit completion, recovery rate, and time to minimum transactions.
Identify performance gaps early and implement coaching plans or corrective actions, while analyzing recurring operational blockers to recommend improvements to processes, training materials, and product experience.
Travel regularly across Dubai, Sharjah, and Abu Dhabi to maintain field presence, coach the team directly, and develop firsthand understanding of merchant conditions.

Requirements

Minimum 2 years of experience in merchant success, account management, field sales, retail operations, activation, or a similar customer-facing role.
Minimum 2 years of direct people-management experience, preferably leading a distributed or field-based team.
Demonstrated track record of driving performance through KPIs, operating cadences, coaching, and accountability mechanisms.
Strong communication and stakeholder-management capabilities with the ability to escalate issues appropriately and coordinate across multiple teams to resolve operational blockers.
Comfort with regular field work and travel across Dubai, Sharjah, and Abu Dhabi to support team members and engage with merchants.
Strong analytical abilities with the capacity to translate performance data into actionable priorities and initiatives.
Ability to coach non-technical retail and merchant staff on product functionality, combined with high ownership, attention to detail, and commitment to meeting time-sensitive service-level agreements.

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.

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