Merchant Experience Lead

Job Title: Merchant Experience Lead
About Us: Paytm is India's leading mobile payments and financial services distribution company. Pioneer of the mobile QR payments revolution in India, Paytm builds technologies that help small businesses with payments and commerce. Paytm's mission is to serve half a billion Indians and bring them to the mainstream economy with the help of technology.
Role Overview: The Merchant Experience Lead – EDC (Mid-Market Channel) will be responsible for enhancing the end-to-end merchant experience across the EDC (Electronic Data Capture) ecosystem. The role focuses on driving key business outcomes such as increasing EDC active merchants, reducing merchant churn, and enhancing GMV (Gross Merchandise Value) of retained merchants.
This leader will work cross-functionally with Merchant Helpdesk (MHD), Chatbot, Service, and Product teams to analyze merchant pain points, streamline processes, and build scalable solutions that improve merchant satisfaction and business performance.
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.
Why Join Us? - Lead the transformation of merchant experience for one of India's largest offline payments ecosystems. - Drive tangible business outcomes in merchant engagement, satisfaction, and GMV growth. - Collaborate with dynamic cross-functional teams to design scalable, data-led experience improvements
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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