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Paytm Payments Services Limited
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Merchant Experience Lead - GM

Merchant Experience Lead - GM

Paytm Payments Services Limited

6 - 10 years

20 - 27 Lacs

noida

Posted:-1 days ago| Platform:

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Skills Required

process design bfsi analytical process improvement artificial intelligence analytics financial services sql recruitment auditing

Work Mode

Work from Office

Job Type

Full Time

Job Description

Key Responsibilities:

1. Merchant Experience Ownership

- Own the merchant lifecycle experience for mid-market EDC merchants from activation to sustained engagement.

- Build frameworks to measure and enhance merchant satisfaction, retention, and activity levels.

- Identify top friction areas in merchant interactions and drive corrective action across teams.

2. Churn Reduction Retention Growth

- Track and analyze EDC churn metrics; design interventions to improve retention rates.

- Create merchant reactivation strategies and coordinate with retention teams to improve win-back ratios.

- Conduct cohort analyses post-retention to assess merchant behavior and incremental GMV contribution.

3. Helpdesk Service Operations Optimization

- Monitor issues and ticket trends coming into the Merchant Helpdesk (MHD).

- Identify root causes of recurring complaints or queries and partner with Product to design flows that reduce helpdesk volume.

- Evaluate tickets parked to Service from MHD, identify bottlenecks, and improve turnaround times.

- Collaborate with Service teams to implement SOP changes and enhance resolution efficiency.

4. Productivity Enhancement

- Audit existing Standard Operating Procedures (SOPs) and identify opportunities to simplify, automate, and improve them.

- Recommend process and tool enhancements to drive operational excellence.

- Review retention team productivity metrics and ensure alignment with business outcomes (active rate, reactivation GMV, etc.).

5. Data-Driven Insights Collaboration

- Leverage analytics to understand merchant drop-off, churn drivers, and experience pain points.

- Partner with Product, Operations, and Service teams to prioritize initiatives that deliver measurable experience impact.

- Build dashboards and reports to track key KPIs (Active EDC merchants, churn rate, GMV uplift, ticket trends, resolution TAT).

Key Performance Indicators (KPIs)

1. EDC Active Merchants - Growth in number of active EDC merchants within mid-market channel.

2. Churn Reduction - Decrease in monthly/quarterly churn rate of merchants.

3. Retained Merchant GMV - Increase in GMV contribution from retained merchant cohorts.

4. Helpdesk Efficiency - Reduction in ticket volume per merchant; faster resolution times.

5. Process Improvement - Implementation and measurable impact of improved SOPs and product-led flows.

6. Retention Team Productivity - Improvement in retention conversion rates and post-retention performance.

Qualifications Skills

- 6-10 years of experience in Merchant Experience, Operations, or Business Excellence within Payments / Fintech / BFSI.

- Strong analytical mindset with experience using Excel, SQL, Tableau, or Power BI for insights generation.

- Proven track record in reducing churn, improving satisfaction scores, and scaling operational processes.

- Deep understanding of merchant onboarding, helpdesk operations, and EDC product flows.

- Excellent stakeholder management skills ability to work cross-functionally with Product, Service, and Tech teams.

- Exceptional problem-solving, communication, and process design capabilities.

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Merchant Experience Lead - GM