Merchant Growth & Activation Officer

The Merchant Growth & Activation Officer is responsible for ensuring newly onboarded merchants successfully transition from signed agreement to active and consistent transaction usage while also managing existing merchants that are inactive, dormant, or underperforming. The role focuses on merchant onboarding, activation, reactivation, retention, and transaction growth through training, field engagement, performance monitoring, relationship management, and issue resolution.

Working closely with Sales, Operations, Customer Support, and Technical teams, the successful candidate will help merchants maximize the value of digital payment solutions while supporting overall business growth and merchant performance objectives.

Educational Qualifications

• Associate Degree, Diploma, or Bachelor's Degree in Business, Marketing, Sales, Banking, Finance, or a related discipline.

Experience

• Minimum of two (2) years' experience in account management, B2B sales, fintech, merchant services, banking, payments, telecommunications, or business customer support.

• Experience onboarding, training, or supporting business customers after contract signing.

• Experience managing customer portfolios and driving customer engagement or performance outcomes.

Technical Skills

• Proficiency in CRM systems for managing pipelines, merchant records, and follow-up activities.

• Strong Microsoft Excel and reporting skills for data analysis and performance tracking.

• Ability to analyze operational and transaction data to identify trends and improvement opportunities.

• Knowledge of digital payment solutions, merchant services, transaction processing, and settlement procedures.

• Strong troubleshooting and problem-resolution capabilities.

Core Competencies

• Excellent communication and presentation skills.

• Strong relationship-building and customer engagement abilities.

• Results-driven with a focus on achieving business targets.

• Strong organizational and time-management skills.

• Ability to work independently and manage multiple priorities.

Additional Requirements

• Valid driver's licence.

• Willingness and ability to travel to merchant locations as required.

Merchant Onboarding & Activation

• Manage assigned portfolios of newly signed, active, inactive, dormant, and underperforming merchants.

• Complete merchant onboarding activities, account setup, acceptance checks, and operational readiness requirements.

• Train merchants and frontline staff on payment acceptance, QR payments, NFC payments, settlement processes, reconciliation, refunds, and transaction support procedures.

• Track merchants against defined activation milestones, including setup completion, training completion, first transaction, and ongoing transaction activity.

Merchant Portfolio Management

• Conduct daily follow-up activities with merchants who have not completed their first transaction or whose transaction activity has declined.

• Monitor merchant performance against activation, retention, and transaction targets.

• Identify low-volume, inactive, dormant, and underperforming merchants and implement corrective action plans.

• Develop and execute merchant reactivation strategies to improve transaction activity and long-term retention.

Performance Monitoring & Reporting

• Analyze activation funnel performance to identify onboarding delays, transaction drop-offs, and barriers to merchant activity.

• Maintain accurate CRM records, including merchant contacts, activation status, training records, issues, and follow-up actions.

• Prepare weekly reports covering onboarding progress, activation rates, merchant retention, transaction performance, and unresolved challenges.

• Track and achieve assigned monthly targets for merchant activation, reactivation, retention, and transaction growth.

Merchant Support & Relationship Management

• Resolve merchant setup, device, settlement, transaction-processing, and training issues within agreed timelines.

• Escalate technical issues to the appropriate teams for resolution.

• Conduct scheduled field visits to train merchants, reinforce best practices, and verify successful transaction acceptance.

• Build and maintain strong relationships with merchants to encourage adoption and increase transaction frequency.

Cross-Functional Collaboration

• Coordinate with Sales, Operations, Customer Support, and Technical teams to remove activation barriers and improve merchant performance.

• Identify opportunities to increase merchant transaction volume and value through staff retraining, customer awareness initiatives, and expanded payment use cases.

• Identify opportunities to increase merchant transaction volume and value through staff retraining, customer awareness initiatives, and expanded payment use cases.