Merchant Manager

Position Summary

Merchant Experience Manager (MXM) leads the Relationship Managers and Merchant Support Specialists, managing the associated daily operations. The role, under the Director of Merchant Experience, is largely responsible for operational aspects of merchant retention processes and meeting annual budgeted retention and sales goals.

The MXM is also accountable for continual skill development, coaching, and training of the team. They oversee tactical responsibilities such as managing decision‑maker level relationships within the merchant portfolio, conducting strategic reviews, contract renewals, proactively managing ISV partner and merchant issues and opportunities, and monitoring trends throughout the portfolio. Operational metrics are defined for daily activities as well as overall retention and relationship development of the top 20 WRP merchant accounts.

• Manages the daily operations of the team to achieve departmental goals and continually improve performance and processes. Includes hiring/firing decisions, setting goals, monitoring performance metrics, training and development, coaching, and performance management.
• Provides coaching, training, and leadershipой to all team members. Assesses performance, offers appropriate feedback, and promotes team engagement.
• Provides product, process, and sales training.
• Develops policies and procedures to ensure high‑quality customer service, leading to high customer retention rates.
• Supports Relationship Managers and ISV Partner Support team when onboarding larger opportunities.
• Reviews and approves all merchant communications distributed by marketing, operations, or vendor system applications. Creates merchant communications as needed and oversees distribution.
• Responsible for overall client satisfaction and NPS results.
• Produces, analyzes, and reports on Partner merchant segments, service levels, and team performance. Identifies trends within the merchant portfolio and escalates as needed.
• Manages within the annual budget.
• Owns achievement of the attrition metric, including implementing appropriate processes and monthly review of attrition trends and closures. Works closely with RMs to ensure retention conversations happen and appropriate retention strategies are utilized.
• Develops relationships with decision makers at assigned accounts and top accounts across all RM portfolios.்>
• Plans, executes, and monitors periodic strategic account reviews of the team to ensure they are conducted effectively and timely.
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• Supports RM team in consultatively selling solutions to existing merchants, enhancing the team’s consultative sales skills.
• Oversees pricing analyses and proactive contract/renewal management.
• Works closely with ISV partner support and implementation teams, identifies ISV merchant trends, and reports them.
• Works effectively across internal departments.
• Leads merchant projects, including processing evaluations and complex integration conversions.
• Keeps DMS updated on all areas of team performance.
• Leads team meetings, and coordinates meetings argumentos with other internal and external parties.
• Acts as escalation point for merchant complaints, internal blockers, and fee waiver approvals.
• Monitors weekend card testing notifications and system outages.
• Approves timesheet and PTO for direct reports.
• Can perform essential functions of this role with or without accommodation.
• Other duties as assigned.

• A bachelor's degree, or an equivalent combination of education and related experience.
• 5 years of customer service management, retention management, and/or client management experience.
• Technical proficiency in Microsoft Office and Internet.
• Excellent verbal and written communicationanserion skills.

• 5 years of payments experience.
• Technical proficiency in Salesforce.
• Strong client (merchant and bank) management skills.
• Excellent negotiation and consultative selling Chemis.
• Excellent project management and analytical problem‑solving skills.
• Ability to work independently, as part of a team, and to lead cross‑functional team efforts.
• Excellent team management, coaching, and development skills.
• Strong time management skills and ability to manage and prioritize multiple tasks.
• Ability to identify, diagnose and solve client problems.
Sound financial judgment.

• Ability to stand, walk, sit, bend, and reach above and below shoulder level throughout the day. Frequent repetitive motion (typing, filing, etc.) may be required.
• Ability to drive and occasionally travel overnight.