Merchant Communication Lead

Job Description: Merchant Communication Lead

We at Pine Labs are looking for those who share our core belief - Every Day is Game Day”. We bring our best selves to work each day to realize our mission of enriching the world through the power of digital commerce and financial services.

Role Purpose

We are looking for a dynamic and strategic Merchant Communication Lead to drive end-to-end communication strategies and engagement initiatives for our merchant partners. This role is crucial in enhancing merchant experience, increasing platform adoption, and strengthening relationships through targeted, data-driven communication and engagement programs.

The responsibilities we entrust you with

1. Merchant Communication Strategy:

• Own and manage end-to-end merchant lifecycle communication, ensuring a seamless experience.
• Develop and execute a comprehensive merchant communication plan across multiple touchpoints (email, SMS, in-app notifications, WhatsApp, etc.).
• Create compelling and clear messaging for product updates, offers, and engagement campaigns.
• Collaborate with cross functional teams to ensure consistent and effective communication.
• Work with the automation team to set up scalable and dynamic merchant campaigns.

2. Merchant Engagement Initiatives:

• Design and implement merchant engagement programs to improve activation, retention, and usage of key platform features.
• Identify merchant pain points and proactively address concerns through targeted communication.

3. Performance Tracking & Optimization:

• Leverage merchant insights and analytics to continuously refine communication strategies.
• Use A/B testing, segmentation, and personalization to optimize merchant outreach.
• Monitor key metrics like open rates, click-through rates, and engagement levels to measure campaign effectiveness.
• Ensure all communication efforts are ROI-driven and aligned with business objectives.

What matters in this role

• Relevant work experience:
• 5+ years of experience in merchant/customer communication & customer engagement.
• Strong understanding of B2B merchant lifecycle management and engagement frameworks.
• Excellent written and verbal communication skills with the ability to create impactful messaging.
• Years of work experience:
• 5+ years of experience
• Qualification:
• Graduate
• What we value in our people:
• You are the CEO of what you do: You show ownership and make things happen.
• You sign your work like an artist: You seek to learn and take pride in the work you do.