Merchant Success Lead

Tamara is hiring a Merchant Success Lead in Dubai, United Arab Emirates. Level rates it ; you can apply on Tamara.

Level's read on this job

Level rates this role Little AI ●○○○: aI is not part of the work.
The posting mentions team leadership, merchant onboarding and kpi dashboard among its tools and skills.
Level classes it as a lead role.
Tamara has 39 other open roles on Level.

AI in this role

Lead a team of merchant success specialists ensuring SMB merchants achieve operational readiness and target transaction volumes.

team-leadershipmerchant-onboardingkpi-dashboardoperations-managementfintech

About Us

Tamara is a leading fintech platform in Saudi Arabia and the GCC region with a mission to help people own their dreams built on being simple, trusted, and everywhere our customers need us. Today, more than 25 million customers and over 130,000 partner merchants depend on Tamara every day for reliable financial solutions across retail, travel, education, healthcare, and beyond. Tamara is backed by Sanabil Investments, a wholly owned company of the Public Investment Fund (PIF), and SNB Capital, among others.

Your role

The Merchant Success Lead owns the Day 0–30 post-live health and early transaction performance of SMB merchants across the UAE. This role leads a team of Merchant Success team members across Dubai, Sharjah, and Abu Dhabi and is accountable for ensuring merchants are operationally ready, properly trained, visibly set up, and supported to reach an impactful daily transaction volume

Your responsibilities:

Team leadership and coverage:

Lead, coach, and performance-manage a team of Merchant Success team members
Set city-level territories, merchant portfolios, visit plans, and daily priorities based on volume, risk, and activation opportunity
Build a field operating rhythm covering daily execution, weekly performance reviews, coaching, and quality checks
Conduct audits to improve merchant conversations and execution quality
Forecast capacity and rebalance workload to maintain SLA coverage across all assigned merchants
Create clear onboarding, playbooks, and performance expectations for new team members

Day 0–30 merchant health ownership

Own Merchant Success execution from First Order Date until the merchant reaches a minimum threshold level of transactions or exits through an agreed recovery path
Ensure internal health checks are completed for merchants below a minimum number of orders, covering online visibility, in-store readiness, widget setup, marketing kit status, operational blockers, and order volume
Ensure external health checks are completed for merchants, including merchant contact or field visits, training reinforcement, visibility checks, and recovery planning
Confirm every unresolved issue has a named owner, next action, and committed due date
Monitor ageing merchants and intervene when cases are at risk of missing SLAs or remaining below the transaction threshold

Performance management and reporting

Own the Merchant Success KPI dashboard and provide clear weekly performance reporting by city, team member, cohort, and issue type
Track leading and lagging indicators, including health-check SLA attainment, contact and visit completion, recovery rate, time to minimum transactions, merchant conversion, and CRM hygiene
Identify underperformance early and implement coaching or corrective action plans
Analyze recurring blockers and recommend changes to processes, materials, training, CRM journeys, or product experience
Maintain reliable pipeline visibility and communicate risks, dependencies, and decisions to leadership

The Merchant Success Lead is expected to travel across select city footprints and maintain sufficient field presence to coach the team and understand merchant conditions firsthand.

Your expertise

2+ years of experience in merchant success, account management, field sales, retail operations, activation, or a related customer-facing function
2+ years of direct people-management experience, ideally leading a distributed or field-based team
Demonstrated ability to manage performance through KPIs, operating cadences, coaching, and accountability
Strong communication, stakeholder-management, and escalation skills
Experience diagnosing operational blockers and coordinating multiple teams to drive resolution
Comfort working in the field and travelling regularly across Dubai, Sharjah, and Abu Dhabi
Strong analytical skills and ability to turn performance data into priorities and actions
High ownership, attention to detail, and follow-through on time-sensitive SLAs
Ability to coach non-technical merchant or retail staff on product usage

How we rate this

Merchant Success Lead at Tamara rates 0 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.

Classification

Little AI. AI is not part of the work.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.

Key facts

Merchant Success Lead is an open job at Tamara.
Level rates this role AI Level 1 of 4: Little AI.
The role is based in Dubai, United Arab Emirates.
The job was posted on October 11, 2026.
Seniority: lead.
Applications are handled by Tamara. Apply on Tamara

Prepare for this job

Built from this posting and from similar jobs on Level.

Skills and AI tools this role asks for

Team LeadershipMerchant OnboardingKpi DashboardOperations ManagementFintech

Questions you could be asked

Tell me about a project where team leadership was part of your work. What did you do?
Tell me about a project where merchant onboarding was part of your work. What did you do?
Tell me about a project where kpi dashboard was part of your work. What did you do?
Tell me about a project where operations management was part of your work. What did you do?
Tell me about a project where fintech was part of your work. What did you do?

Adapt your resume

List these exact terms on your resume: Team Leadership, Merchant Onboarding, Kpi Dashboard, Operations Management, and Fintech. An applicant tracking system matches the wording, not the idea.
Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.

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