Manager, Merchant Strategy

The
Manager, Merchant Strategy & Ecosystem Enablement
plays a pivotal role in shaping and executing strategies that strengthen merchant relationships, drive ecosystem growth, and enhance overall commercial performance. This role focuses on developing and implementing initiatives that enable merchants to adopt and optimize digital payment solutions, improve operational efficiency, and leverage ecosystem partnerships for business growth.

The manager will collaborate cross-functionally with product, business development, marketing, operations, and technology teams to design merchant value propositions, identify market opportunities, and enable scalable solutions across the merchant lifecycle. The ideal candidate combines strong strategic thinking, analytical acumen, and stakeholder management skills to deliver impactful outcomes for both merchants and the broader ecosystem.

Duties and Responsibilities:

1. Strategy Development & Execution

• Develop and refine the
  merchant ecosystem strategy
  , aligning it with overall business objectives and market trends.
• Identify
  growth opportunities
  across merchant segments (e.g., SMEs, enterprise, digital-first merchants) to expand market share and revenue.
• Formulate
  business cases and strategic roadmaps
  to support new initiatives, partnerships, and product launches.
• Track emerging
  industry trends, technologies, and regulatory developments
  to inform strategic priorities.
• Translate strategic goals into actionable plans with clear KPIs and measurable outcomes.

2. Merchant Enablement & Engagement

• Design and implement
  merchant onboarding, training, and enablement programs
  to improve product adoption and satisfaction.
• Develop
  merchant value propositions
  that highlight the benefits of the company's payment solutions, tools, and ecosystem offerings.
• Work closely with sales, account management, and product teams to
  streamline merchant activation and lifecycle management
  processes.
• Create toolkits, playbooks, and knowledge resources to
  empower internal teams
  supporting merchants.
• Drive initiatives that
  enhance merchant experience
  , reduce friction, and improve operational efficiency.

3. Ecosystem Partnership & Collaboration

• Identify, evaluate, and build
  strategic partnerships
  with key ecosystem players such as banks, acquirers, PSPs, fintechs, and technology enablers.
• Manage partnership frameworks, ensuring alignment of
  commercial objectives, value creation, and go-to-market execution
  .
• Lead
  joint initiatives
  that expand merchant access to digital payment solutions, loyalty programs, and business tools.
• Foster a
  collaborative ecosystem environment
  to drive co-innovation and sustainable growth.

4. Performance Management & Insights

• Establish and monitor
  performance metrics
  to assess merchant adoption, activation, retention, and revenue contribution.
• Analyze
  merchant behavior, transaction data, and market insights
  to identify trends, pain points, and opportunities.
• Prepare
  regular reports, dashboards, and presentations
  for senior leadership, highlighting progress and strategic recommendations.
• Use data-driven insights to
  optimize programs, campaigns, and partnerships
  for better ROI and ecosystem health.

5. Cross-functional Leadership

• Serve as a
  strategic liaison
  between product, marketing, operations, and sales to ensure alignment on merchant-focused goals.
• Drive
  cross-departmental initiatives
  that enhance ecosystem integration, process efficiency, and customer experience.
• Support product and technology teams by providing
  merchant feedback and market intelligence
  to inform product roadmaps.
• Champion a
  merchant-first culture
  across the organization, advocating for continuous improvement and innovation.

6. Go-to-Market (GTM) Planning & Execution

• Collaborate with marketing and product teams to
  plan and execute GTM strategies
  for new products, features, and partnerships.
• Define
  target segments, messaging, and positioning
  to ensure merchant propositions are relevant and differentiated.
• Monitor GTM performance, gather feedback from the field, and adjust tactics for maximum effectiveness.
• Support
  sales enablement efforts
  through the development of collateral, sales kits, and merchant-facing communication materials.

7. Governance & Compliance

• Ensure all merchant initiatives adhere to
  regulatory, risk, and compliance requirements
  across jurisdictions.
• Maintain appropriate governance over ecosystem activities, partnership agreements, and data sharing frameworks.
• Support audits and reviews related to merchant operations and ecosystem management.

Direct Reports:
None

Role Relationship

Internal

• Product & Technology Teams
• Operations & Customer Support
• Finance & Risk Teams
• Marketing & Communications
• Compliance & Legal
• Senior Leadership / Board
• Data & Analytics Team

External

• Merchants & Enterprise Partners
• Payment Networks / Card Schemes
• Fintech & Technology Partners
• Regulatory Authorities
• Banks & Financial Institutions
• Industry Associations & Forums

Knowledge and Experience

Education:

• Bachelor's Degree in Business Administration, Economics, Finance, Marketing, Strategy, or a related field is required.
• A Master's Degree (MBA or equivalent) is strongly preferred, particularly with a focus on Strategy, Digital Transformation, or Innovation Management.
• Additional certifications in areas such as Project Management (PMP, PRINCE2), Digital Payments, Ecosystem Management, or Data Analytics will be considered an advantage.
• Strong academic foundation in strategic planning, financial analysis, and business development is desirable.

Experience:
Minimum 1-3 years

Behavioral Skills & Competencies:

Strategic Thinking & Commercial Acumen

• Demonstrates the ability to think long-term, connect business objectives with merchant and ecosystem needs, and translate strategy into actionable plans.
• Strong understanding of commercial levers, financial impacts, and market dynamics influencing merchant and ecosystem growth.

Relationship Building & Stakeholder Management

• Builds and nurtures strong relationships with internal teams, merchants, and ecosystem partners.
• Demonstrates influence and credibility when engaging with senior leaders, external partners, and cross-functional stakeholders.
• Skilled in managing complex partnerships and balancing multiple stakeholder interests effectively.

Collaboration & Team Leadership

• Works collaboratively across departments and geographies to drive alignment and deliver shared outcomes.
• Encourages teamwork, open communication, and mutual respect across diverse functional teams.
• Able to lead project teams and motivate others without direct authority.

Analytical & Problem-Solving Skills

• Uses data and insights to diagnose business challenges and identify actionable opportunities.
• Strong critical thinking skills to interpret complex information, evaluate options, and recommend evidence-based solutions.
• Demonstrates agility in making sound decisions under pressure.

Innovation & Growth Mindset

• Embraces change, experimentation, and new technologies to improve merchant and ecosystem performance.
• Continuously seeks opportunities to innovate merchant experiences and business processes.
• Encourages a culture of learning and adaptability within the team and ecosystem.

Execution Excellence & Accountability

• Focused on achieving measurable results through disciplined planning and effective prioritization.
• Takes ownership of outcomes and follows through on commitments.
• Demonstrates resilience, persistence, and adaptability in achieving goals.

Communication & Influence

• Communicates complex ideas clearly and persuasively across all levels of the organization.
• Strong presentation and storytelling skills to convey strategic narratives and business cases effectively.
• Listens actively and tailors messages for diverse audiences, including merchants, partners, and internal leadership.

Customer & Merchant Centricity

• Deep understanding of merchant needs and pain points; advocates for merchant success in every initiative.
• Ensures decisions are guided by delivering superior value and experience to merchants and end customers.