Merchant Performance Manager

About the role

Koinz, Saudi Arabia’s leading social food ordering platform, is looking for a Merchant Performance Manager to own the end‑to‑end success of its brand partners. You will drive revenue growth, optimise loyalty programmes and ensure the health of a portfolio of merchants.

Key responsibilities

• Identify and develop new revenue streams, including upsell opportunities, premium tiers and commercial partnerships.
• Conduct data‑driven analysis of merchant behaviour, category trends and portfolio performance.
• Define and maintain a merchant performance framework with success metrics, health scoring and intervention protocols.
• Drive GMV growth through loyalty programme optimisation, campaign activation and pickup order volume improvement.
• Monitor portfolio health via a performance dashboard and lead escalation for at‑risk accounts.
• Lead and coach two Account Management teams, setting targets aligned with company GMV and retention goals.
• Conduct regular pipeline reviews and performance rhythms across the account management function.
• Partner with Product to channel merchant feedback into platform development priorities.
• Coordinate with Sales and Business Development to ensure structured brand onboarding and handover.

Required profile

• 8+ years of experience in account management or commercial operations within a technology platform or marketplace.
• 2–3 years of people‑management experience, leading team leads or managers.
• Proven track record of driving measurable commercial growth across a managed portfolio.
• Experience in F&B, retail or loyalty platforms is an advantage.

Required skills