Merchant Success Lead

About the role

Tamara is seeking a Merchant Success Lead to own the Day 0–30 post‑live health and early transaction performance of SMB merchants across the UAE. The role leads a field‑based team in Dubai, Sharjah and Abu Dhabi, ensuring merchants are operationally ready, trained and supported to achieve strong daily transaction volumes.

Key responsibilities

• Lead, coach and performance‑manage a team of Merchant Success members, setting city‑level territories, merchant portfolios and daily priorities.
• Own merchant health from first order to reaching a minimum transaction threshold, conducting internal and external health checks, audits and recovery planning.
• Maintain the Merchant Success KPI dashboard, report weekly performance, track leading and lagging indicators and implement corrective actions.
• Travel across Dubai, Sharjah and Abu Dhabi to provide field presence, coach the team and understand merchant conditions firsthand.

Required profile

• 2+ years experience in merchant success, account management, field sales or related customer‑facing function.
• 2+ years direct people‑management experience, preferably leading a distributed or field‑based team.
• Strong analytical ability to turn performance data into priorities and actions.
• High ownership, attention to detail and ability to meet time‑sensitive SLAs.

Required skills

• Demonstrated ability to manage performance through KPIs, operating cadences, coaching and accountability.
• Excellent communication, stakeholder‑management and escalation skills.
• Experience diagnosing operational blockers and coordinating multiple teams to drive resolution.