Merchant Sales Manager

Liquid Group is a FinTech payments services group based in Singapore. Liquid empowers and connects businesses and individuals to make transactions in a smart, secure and cost-effective way, anywhere in the world.

We operate a regional payment network to enable cross-border QR payment services for e-wallet operators, banks, and merchants. We also provide white-label solutions to accelerate the development and adoption of mobile payments for our business partners.

We work in a collaborative and adaptive way, exploring innovative ideas and solving challenging problems to develop our products. Together, we ensure efficiency, security, and convenience for our partners and customers.

Website:

www.liquidgroup.sg

Job Title: Merchant Success Manager / Merchant Operations Manager

Key Responsibilities:

• Lead and manage the end-to-end merchant success lifecycle, including acquisition, onboarding, relationship management, and retention strategies to drive portfolio growth and profitability.
• Build, manage, and strengthen strategic relationships with key retail merchants, enterprise accounts, partner acquirers, and referral partners—ensuring high levels of satisfaction, engagement, and performance.
• Oversee merchant onboarding processes, including KYC/KYB procedures in accordance with Liquid’s compliance policies, ensuring accurate and timely processing.
• Develop and implement account development plans to maximize merchant performance and identify upselling and cross-selling opportunities.
• Lead resolution of complex merchant and partner issues across multiple communication channels (email, phone, in-person) with a focus on service excellence and operational efficiency.
• Collaborate with internal product, compliance, and technical teams to support smooth deployment of Liquid’s consolidated payment solutions, including merchant training and POS/portal implementation.
• Conduct regular performance reviews and site visits to monitor merchant activity, identify operational risks, and implement corrective actions where needed.
• Manage partner onboarding workflows and testing coordination to ensure successful integration of e-wallets and other partner systems with Liquid’s infrastructure.
• Serve as escalation point for service and technical issues, conducting first-level investigations and coordinating cross-functional support to resolve disputes or disruptions.
• Analyze merchant feedback and support metrics to continuously improve tools, processes, and service standards.

Requirements:

• Bachelor's degree in Business, Marketing, IT, or equivalent; relevant experience in the payments, fintech, or financial services industry is strongly preferred.
• Proven track record in client/merchant success management, relationship development, or strategic account management.
• Strong leadership, communication, and stakeholder management skills, with the ability to influence cross-functional teams and external partners.
• Comfortable managing multiple priorities in a fast-paced, growth-stage fintech environment.
• Self-driven, highly organized, and solution-oriented with strong analytical and problem-solving capabilities.
• Experience in managing escalations and driving process improvement across merchant support and operations.
• Knowledge of mobile payment, POS, and e-commerce technologies is a plus.
• Fluency in English and local languages, with excellent written and verbal communication skills.