Merchant Retention Lead (Fintech)

Location: Dubai, United Arab Emirates

Company

hirify.global is a fintech platform serving customers and partner merchants across Saudi Arabia and the GCC, providing financial solutions for retail, travel, education, healthcare, and other sectors.

What you will do

• Lead, coach, and performance-manage a team of merchant retention specialists.
• Own outreach to churned and slowing-down unmanaged SMB merchants across the UAE.
• Identify churn and decline drivers, create recovery action plans, and track merchants through reactivation.
• Build SOPs, call guides, churn-reason frameworks, escalation paths, and recovery playbooks.
• Analyze merchant feedback and performance data to identify recurring issues and recommend product, process, training, and commercial improvements.
• Coordinate with Product, Engineering, Care, Risk, Finance, Commercial, Onboarding, Training, and Operations teams to resolve merchant issues.

Requirements

• 2+ years of experience in merchant success, retention, account management, customer success, sales, or a related function.
• Previous experience leading or coaching a customer-facing team.
• Strong communication, problem-solving, stakeholder-management, and escalation skills.
• Experience building practical SOPs, frameworks, action plans, and KPI-driven operating cadences.
• Analytical mindset, strong CRM discipline, attention to detail, ownership, and follow-through.
• Arabic language capability alongside professional English is required. Experience with fintech, payments, BNPL, e-commerce, merchant acquiring, SMB merchants in the UAE, churn prevention, retention, or reactivation is required.

Culture & Benefits

• Work in a fintech platform serving more than 25 million customers and over 130,000 partner merchants.
• Collaborate cross-functionally to resolve systemic merchant issues and develop long-term fixes.
• Use structured operating rhythms, performance reviews, reporting, and continuous process improvement.