---
title: 'Merchant Retention Lead at Tamara'
canonical: 'https://feeny.ai/job/merchant-retention-lead-tamara-dubai-v4x6tkxytdy3'
type: 'job'
last_seen: '2026-10-12'
---

# Merchant Retention Lead at Tamara

- **Company:** Tamara
- **Location:** Dubai, United Arab Emirates
- **Posted:** 2026-10-11
- **Last confirmed live:** 2026-10-12
- **Apply:** https://job-boards.eu.greenhouse.io/tamara/jobs/4998987101

## Job description

## 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 Retention Lead owns the retention and reactivation of unmanaged SMB merchants across the UAE. This role leads a team of specialists who contact churned merchants to understand why they stopped transacting and resolve or escalate the issue.

The team also proactively monitors unmanaged merchants whose order volume is slowing down, identifies the reasons behind the decline, and provides the right support before they fully churn.

Your responsibilities:

Team leadership and execution:

- Lead, coach, and performance-manage a team of Specialists
- Set team priorities, merchant portfolios, outreach targets, and follow-up SLAs
- Establish a clear daily and weekly operating rhythm for calls, follow-ups, escalations, and performance reviews
- Monitor call quality, CRM updates, and action-plan execution
- Ensure each merchant case has a clear churn or slowdown reason, next action, owner, and follow-up date

Churn and slowdown management

- Own outreach to churned merchants with no orders for a predetermined number of days
- Build an early-intervention approach for unmanaged merchants whose transaction volume is slowing down
- Ensure the team identifies the root cause behind churn or declining activity through structured merchant conversations
- Define action plans for each churn reason, including issue resolution, training, product support, or escalation
- Track merchants through the recovery journey and confirm whether they resume transacting

SOPs, frameworks, and insights

- Build and maintain the team’s SOPs, call guides, churn-reason framework, escalation paths, and recovery playbooks
- Create clear definitions and processes for churned, slowing-down, contacted, in-recovery, reactivated, and unresolved merchants
- Analyze churn and slowdown reasons to identify recurring patterns by merchant segment, issue type, and outcome
- Share merchant feedback and systemic problems with the relevant teams and leadership
- Recommend improvements to products, processes, training, communications, or commercial policies based on merchant insights

Cross-functional coordination

- Work with Product, Engineering, Care, Risk, Finance, Commercial, Onboarding, Training, and Operations teams to resolve merchant issues
- Escalate blockers to the correct owner and follow through until resolution or a clear outcome is reached
- Highlight repeated issues that affect multiple merchants and support the development of long-term fixes
- Maintain clear communication with stakeholders on recovery performance, risks, and support required

Performance management and reporting

- Track team activity and outcomes, including contact rate, reason identification, follow-up completion, reactivation rate, and recovered transaction volume
- Provide regular reporting on churn reasons, slowing-down merchants, open blockers, and recovery actions
- Review team performance and coach specialists based on quality, productivity, and merchant outcomes
- Maintain accurate and timely CRM records for all merchant interactions and next steps

## Your expertise

- 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 and problem-solving skills
- Ability to build practical SOPs, frameworks, and action plans
- Experience managing performance through KPIs, operating cadences, and coaching
- Strong stakeholder-management and escalation skills
- Analytical mindset and ability to identify patterns from merchant feedback and performance data
- High ownership and follow-through on open merchant issues
- Strong CRM discipline and attention to detail
- Experience in fintech, payments, BNPL, e-commerce, or merchant acquiring
- Experience working with SMB merchants in the UAE
- Experience in churn prevention, customer retention, or merchant reactivation
- Arabic language capability alongside professional English

## About Tamara

## Company Overview
- **One-liner**: Tamara is the leading fintech platform in Saudi Arabia and the GCC region, offering Sharia-compliant buy now, pay later (BNPL) and payment solutions through a customer-centric financial super-app.
- **Entity Type**: Private (Series? – Unicorn stage, backed by top investors)
- **Headquarters**: Riyadh, Saudi Arabia (King Abdullah Branch Road, King Salman District)
- **Founded**: 2020
- **Founders**: Not publicly available (company was founded in 2020 by a team; individual founder names not disclosed in provided sources)

## Core Business
- **Primary industry/industries**: Fintech (BNPL, payments, consumer finance)
- **Target customers**: B2C (consumers) and B2B (merchants, from SMBs to global brands)
- **Mission or purpose statement**: “To help people make their dreams come true by building the most customer-centric financial super-app on earth” (from Greenhouse careers page) / “Empower people in their daily lives and revolutionize how they shop, pay, and bank” (from docs.tamara.co)

## Products & Services
For each major offering:
- **Tamara Bundle**: Includes Pay in Full and Split in 2/3/4 payment products – flexible, transparent, no hidden fees or interest.
- **Split in Installments**: Allows customers to split purchase amounts into multiple installments (varies by retail category and ticket size).
- **Pay in Full**: Customers pay the total order value upfront via Tamara, with no added fees or interest.
- **Online & In-store Solutions**: Tamara’s payment methods work both for e-commerce and physical retail.
- **Merchant Services**: Boost conversion and AOV, reduce fraud/credit risk, receive upfront payment while customers pay over time, and manage transactions/returns via a dashboard.

## Market Standing
- **Valuation/Market Cap**: $2.107 billion (as of latest funding round – CB Insights lists valuation at $2.107B, making Tamara Saudi Arabia’s first fintech unicorn)
- **Key Metric**: Total funding raised = $2.107 billion (includes equity and lines of credit; latest round was a Line of Credit - II of $1.4B about 9 months ago)
- **Notable Investors/Partners**: Sanabil Investments (wholly owned by PIF), SNB Capital, Checkout.com, Goldman Sachs, Citi Alternative Investments, Apollo Global Management, W2 Investments, Shorooq Partners (22+ investors total). Key merchant partners: SHEIN, Jarir, noon, IKEA, Amazon.
- **Growth Signals**: Serves millions of users across Saudi Arabia, UAE, and Bahrain; expanding globally with offices in Riyadh, Dubai, Cairo, Vietnam, India, Germany, and remote; strong headcount growth visible in open roles across engineering, data, risk, product, and care.

## Competitive Advantages
- **First-mover & unicorn status** in Saudi Arabia’s fintech space.
- **100% Sharia-compliant** certification by Shariyah Review Bureau – a key differentiator in the region.
- **Strong backing** from PIF-linked investors and global financial institutions.
- **Deep merchant integrations** with top regional and global brands (SHEIN, IKEA, Amazon, etc.).
- **Customer-centric super-app vision** combining payments, shopping, and banking in one platform.

## Strategic Focus
- Build the most comprehensive financial super-app in the GCC, expanding product offerings beyond BNPL (e.g., banking, credit).
- Scale across the region (already in Saudi, UAE, Bahrain) and enter new markets.
- Invest in data, AI, and engineering talent to enhance risk management, personalization, and customer experience.
- Maintain Sharia compliance while innovating payment flexibility.

## Why Work Here
- **Culture highlights**: “Customer Obsessed”, “Ownership”, “Resilience”, “Curiosity”, “One Team, One Mission” – strong emphasis on trust, simplicity, and being “everywhere people need us.”
- **Work policy**: Hybrid/remote options available – offices in Saudi Arabia, UAE, Egypt, Vietnam, India, Germany, plus fully remote roles (per Greenhouse careers page).
- **Notable perks/engineering culture**: “We hire for human qualities, not just skills”; focus on continuous learning, data-informed decision-making, and building scalable systems; global team with diverse backgrounds; roles in engineering (backend, Flutter, QA), data science, risk, product design, and more.
- **Growth opportunity**: As a fast-growing unicorn, employees can have high impact and career acceleration.

## Sources
1. [Greenhouse – Jobs at Tamara](https://job-boards.eu.greenhouse.io/tamara)
2. [Tamara – Life at Tamara](https://tamara.co/en-kw/life-at-tamara)
3. [CB Insights – Tamara Profile](https://www.cbinsights.com/company/tamara)
4. [Tamara Docs – Introduction to Tamara](https://docs.tamara.co/docs/introduction-to-tamara)
5. [Tamara Careers Page](https://tamara.co/en-sa/careers)

## Other roles at Tamara

- [Data Engineering Manager II](https://feeny.ai/job/data-engineering-manager-ii-tamara-riyadh-df5za07adgw5) — Riyadh, Saudi Arabia
- [Data Engineering Manager II](https://feeny.ai/job/data-engineering-manager-ii-tamara-india-q7pggcdeqqp0) — India
- [Senior Data Engineer](https://feeny.ai/job/senior-data-engineer-tamara-india-s93722nb961j) — India
- [Merchant Success Lead](https://feeny.ai/job/merchant-success-lead-tamara-dubai-1px5sy9kb053) — Dubai, United Arab Emirates
- [Partner Onboarding Advisor](https://feeny.ai/job/partner-onboarding-advisor-tamara-cairo-mgkbrjbhdrch) — Cairo, Egypt
- [Merchant Acquisition Specialist](https://feeny.ai/job/merchant-acquisition-specialist-tamara-jeddah-vs8hxgwq8ab8) — Jeddah, Saudi Arabia
- [Merchant Acquisition Specialist](https://feeny.ai/job/merchant-acquisition-specialist-tamara-riyadh-t5563caq3tx7) — Riyadh, Saudi Arabia
- [UAE Customer Care Advisor (Non-voice)](https://feeny.ai/job/uae-customer-care-advisor-non-voice-tamara-new-cairo-v8anwq7cqxz6) — New Cairo, Egypt
- [Tamara Builders Program](https://feeny.ai/job/tamara-builders-program-tamara-riyadh-zcqb8r1xmtk1) — Riyadh, Saudi Arabia / Dubai, United Arab Emirates
- [Tamara Internship Program](https://feeny.ai/job/tamara-internship-program-tamara-riyadh-egdnesyc3kz8) — Riyadh, Saudi Arabia / Dubai, United Arab Emirates