Merchant Growth Manager

Zapper™; Durban; Remote; ZAR 600 000 - 800 000; Full time

Job summary

A fintech company in Durban is seeking a Merchant Growth Manager to drive revenue and account growth for its merchants. The role involves activating, educating, and expanding relationships with merchants leveraging a proprietary product stack. Ideal candidates should have a solid sales background, preferably in fintech, and be skilled in using CRM tools like Zoho. This position offers an opportunity to work remotely while fostering merchant success.

Qualifications

• Solid experience in Sales, Customer Success, or Marketing.
• Fintech experience preferred.
• Strong business acumen and experience with payment products.
• Ability to interact with merchants and knowledge of retail/hospitality industry.

Responsibilities

• Drive merchant revenue and account growth.
• Activate, educate, and expand relationships with merchants.
• Identify upsell and cross-sell opportunities.
• Conduct quarterly business reviews for top merchants.

Skills

Sales experience

Customer Success

Marketing experience

Fintech knowledge

Business acumen

Tools

Zoho

QuickSights

Job description

Zapper is a homegrown South African fintech company pioneering the future of payments. We are a passionate and collaborative team of developers, engineers, visionaries, techies, geeks and nerds. We appreciate a good cup of coffee but not as much as quality delivery. We build products that make payments personal and rewarding for customers and merchants. Our products are scalable, secure, reusable and push the boundaries of innovation.

Job Description

The Merchant Growth Manager (MGM) is responsible for driving merchant revenue, account growth, and product adoption across a defined portfolio of active Zapper merchants.

You don’t manage clients - you grow them. You step in once the Merchant Acquisition Specialist has secured a merchant, and your role is to activate, educate, and expand that relationship through the lens of Zapper's proprietary product stack: ZapConnect, ZapGifts, ZapCash and Capital tools, enabled through payments.

You are a trusted advisor to merchants, a commercial strategist for the region, and the person who ensures every Zapper merchant gets results and keeps growing.

Responsibilities include, but are not limited to:

1. Post-Onboarding Activation

• Take full ownership of new merchants post-onboarding from the Merchant Acquisition Specialist.
• Ensure that QR placements, the acquiring channel(s), e.g. POS, PED, eCommerce, are setup, and collateral, whether in-person or online, are live and functioning.
• Define activation objectives with the merchant and deploy the relevant tools (e.g., vouchers, consumer incentives, capital prequalification).
• Where applicable, migrate merchants from the free Basic plan to the paid Engagement Plan, with full access to loyalty and insight tools.

2. Merchant Revenue Growth

• Identify upsell and cross-sell opportunities across Zapper’s product stack, with a focus on acquiring new customers, repeat usage, and customer value.
• Tailor strategies based on merchant vertical, performance, and seasonality (e.g., campaigns, bundles, incentives, or paid plan migration).
• Proactively engage merchants who are dormant, underperforming, or eligible for growth - reactivation is your responsibility.

3. Strategic Account Management

• Build deep relationships with store owners, managers, and operational staff to understand real-world needs and execute activation plans effectively.
• Conduct quarterly business reviews (QBRs) for top merchants, with data-driven insights, performance trends, and proposed growth plans.
• Be the single point of commercial escalation and accountability for your portfolio.

4. Cross-Functional Collaboration

• Partner with Regional Growth Activators to align merchant campaigns with in-store activations and regional events.
• Work with Operations and Product teams to resolve onboarding issues, merchant training gaps, or feature requests.
• Provide merchant feedback to the Head of Merchant Growth for continuous product and messaging improvement.

5. QuickSights & Zoho Discipline

• Track and report merchant growth activity and product uptake weekly.
• Maintain updated merchant notes and next steps in QuickSights and Zoho.
• Forecast monthly growth targets by account and flag any churn risks for intervention.

What You’re Driving

MGM responsibilities are anchored in growing merchant revenue using Zapper's proprietary product stack: ZapConnect, ZapGifts, ZapCash and Capital tools, enabled through payments.

Essential Criteria

• Solid experience in Sales, Customer Success, or Marketing
• Fintech experience preferred
• Strong business acumen and experience with payment products
• Ability to interact with merchants and knowledge of retail/hospitality industry
• Familiarity with local retail/business offerings
• Ability to work remotely
• Ability to work remotely and drive active participation and activity completion in an online environment.

Personal Attributes

• Commercially strategic - always thinking growth
• Trusted advisor mindset with merchants
• Accountable and performance-driven
• Comfortable working across marketing, product, and ops
• Proactive and responsive - never wait for a merchant to call
• Fluent in reporting tools and CRM tracking (Zoho, Campaign Manager, QuickSights)