Manager – Merchant & Mini-App Ecosystem

Role Overview

You will own the day-to-day operation and strategic growth of the bank’s digital merchant and partner ecosystem, with direct accountability for the mini-apps programme. This means managing every stage of the merchant and partner lifecycle — from recruitment and integration to ongoing support and expansion — while working closely with product, engineering, and UX teams to keep the digital experience smooth, reliable, and genuinely useful for both merchants and their customers. Your impact is measured by stronger partner relationships, higher platform engagement, healthier transaction volumes, and steadily growing digital revenue.

Key Responsibilities

• Run the full merchant and partner ecosystem on a daily basis, including mini-app partners, ensuring seamless operations, quick partner support, and continuous growth in platform usage and transaction counts.
• Lead onboarding for new merchants and partners, making sure all paperwork, technical integrations, setup steps, and compliance requirements are completed accurately and without unnecessary delay.
• Coordinate every stage of mini-app development and updates — from requirement gathering through testing, quality assurance, and final deployment — so that all releases meet the bank’s platform and technical standards.
• Collaborate with product, UX, and engineering colleagues to ship new features, enhancements, and bug fixes that sharpen the merchant and mini-app user journey.
• Act as the primary relationship owner for a portfolio of merchants and partners, handling day-to-day communication, resolving operational issues quickly, and proactively identifying ways to deepen each partnership.
• Design and execute merchant-focused programmes, promotions, and value propositions in partnership with cross-functional teams, aiming to increase mini-app adoption, monthly active users, engagement, and transaction frequency.
• Monitor daily and periodic performance data across merchants and mini-apps — traffic, conversion, transaction trends, and user behaviour — and translate those insights into concrete operational adjustments and product recommendations.
• Champion the merchant perspective internally, making sure onboarding processes, mini-app submissions, and solution management stay intuitive and aligned with what partners actually need.
• Work with security, compliance, and quality assurance teams to ensure all merchant activities and mini-app operations adhere to regulatory policies, security standards, and ethical guidelines.
• Prepare and present regular reports for management and wider stakeholders, covering merchant activity, mini-app performance, engagement metrics, partner feedback, and clear recommendations for improvement.

Requirements & Qualifications

• A bachelor’s degree from a recognised university is required; a master’s degree in business administration, marketing, or a related field is a strong plus.
• Membership in a relevant professional body such as CIM, product management, or project management certification is an added advantage.
• At least 5 years of overall work experience in a similar or related role, specifically within digital financial platforms such as banking, payments, investment, or other fintech environments.
• A minimum of 4 years directly managing merchant or partner relationships, including acquisition, integration, and ongoing account management.
• At least 3 years of hands-on experience driving user engagement, retention, and churn reduction for digital platforms or services.
• Proven commercial acumen with 5 years of experience contributing to revenue growth and business development in a digital context.
• At least 2 years of experience executing go-to-market strategies, including product launches, marketing campaigns, and partner-facing initiatives.
• Three or more years working in customer service, customer value management, or client success roles, ideally in a technology-led environment.
• At least 3 years of experience using data analytics and business intelligence to inform decisions; practical familiarity with analytics tools and dashboards is expected.
• Three years of experience in service design, user experience, or customer journey optimisation, with a demonstrated ability to identify friction points and drive improvements.
• Two years of digital marketing or product management experience, with a track record of using data, experimentation, and user feedback to grow platform adoption.