Merchant Relationship Specialist

Role Overview

As a Merchant Relationship Specialist at Network International, you will be the primary point of contact for a defined group of merchants in your assigned markets, combining hands-on account care with a clear commercial mandate. You will spend your week meeting merchants face to face, troubleshooting service issues, coaching them on the portal, and finding ways to increase the value they get from the wider product ecosystem. The role matters because merchant retention and transaction growth sit directly on the strength of these relationships — you are the person who keeps accounts healthy, active, and expanding.

Key Responsibilities

• Take ownership of an assigned merchant portfolio, adjusting how you engage based on where each merchant sits in its lifecycle and what its business priorities are at that point.
• Run regular visits and structured check-ins with merchants to understand their operations, surface unmet needs, and keep the relationship active rather than reactive.
• Lead onboarding and portal training sessions so merchants can navigate self-service tools confidently and resolve routine tasks on their own.
• Grow transaction volumes and product usage across your accounts, running focused outreach campaigns to bring inactive merchants back into regular trading.
• Identify expansion opportunities within existing accounts — upgrades, additional products, and cross-sell openings — and work alongside Sales on new acquisitions and referrals generated through your network and market knowledge.
• Handle first-line merchant queries and complaints end to end, coordinating with internal departments to close out service issues and documenting recurring problems so they can be fixed at the source.
• Serve as the merchant's voice internally, sharing feedback, competitive intelligence, and market developments with your line manager within agreed timeframes.
• Track engagement, adoption, and growth patterns in CRM and internal reporting tools, keeping records accurate and every interaction compliant with company policy and merchant services protocols.

Requirements & Qualifications

• Bachelor's degree in Business Administration, Finance, Marketing, or a comparable discipline.
• Two to four years in account management, merchant services, or another client-facing role within fintech or payments.
• Demonstrated success in building client relationships, holding on to accounts, and growing revenue within them.
• Comfortable working in CRM and ticketing systems to log interactions, manage query resolution, and monitor against service level agreements.
• Practical exposure to POS systems, payment gateways, or merchant-facing portals.
• Ability to read and present transaction data, usage trends, and product adoption metrics in a way that informs decisions.
• Working knowledge of merchant onboarding processes, including KYC checks, training delivery, and portal configuration.
• Familiarity with merchant lifecycle management and customer success frameworks.
• Solid grasp of local market conditions and the regulatory landscape that shapes merchant services.
• Strong client-facing communication and relationship management skills, backed by a proactive approach to problem solving and genuine accountability for outcomes.
• Collaborative working style with the agility to operate across functions, and a consistent standard of integrity, professionalism, and customer focus.