General Manager - Merchant Experience

As the Merchant Experience Lead EDC (Mid-Market Channel) at Paytm, your role is crucial in enhancing the end-to-end merchant experience across the Electronic Data Capture (EDC) ecosystem. You will work towards increasing EDC active merchants, reducing merchant churn, and enhancing the Gross Merchandise Value (GMV) of retained merchants. Collaboration with various teams is essential to analyze merchant pain points, streamline processes, and build scalable solutions that improve merchant satisfaction and business performance. **Key Responsibilities:** - **Merchant Experience Ownership** - Own the merchant lifecycle experience for mid-market EDC merchants and focus on enhancing merchant satisfaction, retention, and activity levels. - Identify and address friction areas in merchant interactions by coordinating corrective actions across teams. - **Churn Reduction & Retention Growth** - Track and analyze EDC churn metrics to design interventions for improving retention rates. - Create merchant reactivation strategies and collaborate with retention teams to enhance win-back ratios. - **Helpdesk & Service Operations Optimization** - Monitor trends in issues and tickets at the Merchant Helpdesk (MHD) to identify root causes and reduce helpdesk volume. - Evaluate Service operations to improve turnaround times and enhance resolution efficiency. - **Productivity Enhancement** - Audit existing Standard Operating Procedures (SOPs) to simplify, automate, and improve processes. - Recommend enhancements to drive operational excellence and ensure alignment with business outcomes. - **Data-Driven Insights & Collaboration** - Utilize analytics to understand merchant drop-off, churn drivers, and pain points to prioritize impactful initiatives. - Collaborate with cross-functional teams to track key performance indicators through dashboards and reports. **Qualifications & Skills:** - 610 years of experience in Merchant Experience, Operations, or Business Excellence within Payments / Fintech / BFSI. - Strong analytical skills using Excel, SQL, Tableau, or Power BI. - 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, problem-solving, communication, and process design capabilities. Join Paytm to lead the transformation of merchant experience in one of Indias largest offline payments ecosystems. Drive tangible business outcomes in merchant engagement, satisfaction, and GMV growth by collaborating with dynamic cross-functional teams to design scalable, data-led experience improvements. As the Merchant Experience Lead EDC (Mid-Market Channel) at Paytm, your role is crucial in enhancing the end-to-end merchant experience across the Electronic Data Capture (EDC) ecosystem. You will work towards increasing EDC active merchants, reducing merchant churn, and enhancing the Gross Merchandise Value (GMV) of retained merchants. Collaboration with various teams is essential to analyze merchant pain points, streamline processes, and build scalable solutions that improve merchant satisfaction and business performance. **Key Responsibilities:** - **Merchant Experience Ownership** - Own the merchant lifecycle experience for mid-market EDC merchants and focus on enhancing merchant satisfaction, retention, and activity levels. - Identify and address friction areas in merchant interactions by coordinating corrective actions across teams. - **Churn Reduction & Retention Growth** - Track and analyze EDC churn metrics to design interventions for improving retention rates. - Create merchant reactivation strategies and collaborate with retention teams to enhance win-back ratios. - **Helpdesk & Service Operations Optimization** - Monitor trends in issues and tickets at the Merchant Helpdesk (MHD) to identify root causes and reduce helpdesk volume. - Evaluate Service operations to improve turnaround times and enhance resolution efficiency. - **Productivity Enhancement** - Audit existing Standard Operating Procedures (SOPs) to simplify, automate, and improve processes. - Recommend enhancements to drive operational excellence and ensure alignment with business outcomes. - **Data-Driven Insights & Collaboration** - Utilize analytics to understand merchant drop-off, churn drivers, and pain points to prioritize impactful initiatives. - Collaborate with cross-functional teams to track key performance indicators through dashboards and reports. **Qualifications & Skills:** - 610 years of experience in Merchant Experience, Operations, or Business Excellence within Payments / Fintech / BFSI. - Strong analytical skills using Excel, SQL, Tableau, or Power BI. - Proven track record in reducing churn, improving satisfaction scores, and scaling operational processes. - Deep understanding of merchant onboarding, helpdesk operations, and