Account Management Specialist
Summary
Manages merchant relationships for a fintech BNPL platform, focusing on retention, reactivation, and growth through direct support and data-driven strategies.
About Tabby:
Tabby creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. Over 15 million users choose Tabby to stay in control of their spending and make the most out of their money.
The company's flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 40,000 global brands and small businesses, including Amazon, Noon, IKEA, and SHEIN use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores. Tabby generates over $10 billion in annual transaction volume for its partner brands and is the highest-rated, most-reviewed, largest, and fastest-growing FinTech in the GCC region.
Tabby launched in 2019 and has since raised +$1 billion in equity and debt funding from global and regional investors, and is now valued at $4.5 billion.
About the Role:
Own merchant retention and reactivation by identifying inactive merchants, understanding their pain points, and executing win-back strategies that stick. You'll also identify cross-selling and cross-border opportunities to grow merchant engagement while providing direct B2B support. This is hands-on work—you'll spend your time on calls, emails, and data, driving measurable impact on merchant retention and revenue growth across a portfolio of accounts.
About the Role:
Own merchant retention and reactivation by identifying inactive merchants, understanding their pain points, and executing win-back strategies that stick. You'll also identify cross-selling and cross-border opportunities to grow merchant engagement while providing direct B2B support. This is hands-on work—you'll spend your time on calls, emails, and data, driving measurable impact on merchant retention and revenue growth across a portfolio of accounts.
- Execute merchant win-back and reactivation campaigns for inactive merchant portfolios, tracking reactivation rates against set targets
- Identify and resolve merchant pain points through direct communication, escalating complex issues to product and partner support teams
- Surface cross-selling and cross-border growth opportunities within existing merchant accounts and drive adoption
- Provide frontline B2B merchant support via calls and email, serving as the primary point of contact for account concerns
- Analyze merchant engagement data using Google Sheets and Tableau to identify churn patterns and retention opportunities
- Collaborate across Product, BD, Marketing, and Partner Support to solve merchant problems and improve account health
- Monitor merchant performance against key metrics and proactively recommend actions to improve results
- Fluency in both English and Arabic (written and spoken)
- Proven problem-solving mindset with ownership mentality—you take action, not excuses
- Strong communication skills with confidence handling calls and written correspondence
- Data-driven decision-making ability—you read numbers and act on insights
- Experience in account management, account operations, or similar customer-facing retention roles
- Comfort with spreadsheets and basic analytics tools (Google Sheets, Tableau)
Nice-to-Have:
- Background in fintech, digital payments, or BNPL products
- Previous sales or merchant support experience
- Experience handling merchant escalations and conflict resolution
- Familiarity with retention analytics or churn analysis
- Track record of managing account portfolios and driving growth through upsells
- Familiarity with CRM platforms
- Flexible working model with trust and autonomy from day one
- A high-growth environment with ownership and responsibility that will accelerate your career.
- Participation in the company's employee stock options program.
- Comprehensive health insurance.
- Flexi Perks: a monetary benefit to spend on what matters most to your health, well-being, education, or professional development.