Merchant Experience Manager

Merchant Experience Manager

One Park Financial (OPF) is a leading Financial Technology company dedicated to empowering small businesses by connecting them with flexible financing and funding options. Our mission is to provide entrepreneurs with the working capital they need to elevate their businesses. At OPF, we believe in working with high-performing individuals who are ready to play an integral part in our company's expansion — because our success hinges on our people.

The Merchant Experience Manager is our merchants' most important advocate inside the organization. This role exists because our merchants deserve more than a transaction — they deserve a seamless, supported, and predictable experience every step of the way. From the moment a merchant is approved to the day they renew (and renew again), this person is responsible for making sure that journey is clear, frictionless, and worthy of their trust.

This is not a reactive role. The Merchant Experience Manager proactively identifies where merchants are struggling, anticipates how they are likely to feel at each stage of their journey, and designs intentional interventions before frustration becomes a phone call — or worse, a lost relationship. Reporting to the CMO, this role connects customer success, lifecycle marketing, product, and operations around a single north star: the merchant.

Merchant Journey Mapping & Roadblock Identification

Conduct a comprehensive audit of every merchant touchpoint — from approval through funding, servicing, and renewal — with fresh eyes and a merchant-first lens

Identify and document friction points, experience gaps, and moments where merchants feel confused, unsupported, or at risk of disengaging

Map the emotional arc of the merchant journey, understanding not just what happens but how merchants feel at each stage

Build and maintain a living merchant experience playbook that guides every team touching the merchant relationship

Sentiment Anticipation & Proactive Engagement

Apply social listening and brand share of voice analysis across digital channels to surface emerging merchant sentiment, reputational signals, and competitive themes translating those insights into proactive engagement plays before issues escalate

Renewal Pipeline & Early Intervention

Partner with lifecycle marketing and data teams to build, refine, and operationalize propensity-to-renew and propensity-to-churn models turning model outputs into targeted interventions that measurably improve renewal rate, retention, and business performance outcomes

Voice of the Merchant

Lead persona-based journey mapping and analysis across distinct merchant segments using qualitative and behavioral inputs to identify stage-specific opportunities that drive increased engagement, deeper relationships, and higher conversion rates at every touchpoint

Merchant-Facing Digital Experience

Partner with Product, Data, and CRO stakeholders to identify, design, and analyze A/B tests across the merchant digital experience using journey data points to inform hypotheses, remove friction, and drive measurable lifts in engagement, retention, and profitable merchant relationships.