Merchant Success Consultant (6 Month Fixed Term Contract) at Yoco

About the role

• You’ll be responsible for acquiring new POS customers and engaging with existing merchants to cross-sell/upsell products and features using a highly consultative approach against specified targets and quality metrics. You’ll need to consistently capture and surface merchant insights, ensuring the voice of our customers actively shapes how we sell, support, and innovate.
• This role ensures merchants feel valued and supported, while transforming Yoco into a learning organisation that consistently adapts to merchant needs. Every insight shared moves us closer to retention, growth, and long-term success.
• The right person will combine the heart of a customer advocate, the curiosity needed to learn, and the discipline of a results-driven growth and retention professional.

What you will be doing

• Engage & Retain: Engage meaningfully with key customer segments and build rapport to reduce churn and enhance customer lifetime value (driving product attachment <Capital/Payouts/Accelerate> and expanding POS usage <product catalogue>)
• Surface Customer Learnings: Actively document customer insights, being curious with customers to understand their needs, wants and pain points to surface key findings
• Campaign Leadership: Execute on experimentation or call campaign needs in complete alignment with the SOP
• Feedback Loop: Responsible for presenting customer needs and valuable learnings with proposed solutions in real time
• Drive Growth: Execute growth campaigns/experiments based on business needs with commitment and attention to detail using a thorough approach that achieves growth goals.
• Experimental responsibility: Identify upsell and cross-sell opportunities aligned to customer needs, bringing perspectives forward as experimentation ideas while
• Champion Excellence: Maintain a 90%+ QA score, exceeding targets and providing a referable customer experience (85% CX on chats & ⅘ CSAT)
• Collaborate & Amplify: Work cross-functionally, celebrate wins, and ensure customer learnings translate into team and company impact.
• Demonstrating the Yoco Talent Profile: Showcasing clear openness to explore boldly, with daily connection to peers, teams, leaders and to the customer while clearly demonstrating dedication to your craft (not just your primary job, but additional skills even if it means stepping outside of your comfort zone) in a relentlessly effective way, acting as a true multiplier with the ability to bring out the best in those around you with passion and curiosity.

About you

• Strong background in customer engagement, account management, or sales with a proven ability to build customer rapport, especially over calls
• Proven track record of delivering growth through acquisition (new sales), upselling, cross-selling, and customer retention with the ability to exceed campaign target
• Excellent communication skills: explicit impactful communicator who confidently and effectively articulate ideas and fresh perspectives. Someone who can easily communicate with empathy, clarity and confidence
• Analytical mindset: able to interpret data, metrics, and customer insights, and translate them into actionable business recommendations
• Adaptability: thrives in fast-changing environments and able to manage real time changes to goals or approaches while comfortable with pivoting
• Collaboration skills: strong team player who enjoys engaging with peers, leaders and cross-functionally with proven success within team projects
• Insight generation & storytelling: skilled at capturing customer feedback and surfacing patterns articulated in a way that can influence decision-making
• Ownership mindset: Takes full responsibility for merchant outcomes and follow-through
• Creativity & innovation: Brings fresh perspectives to problem-solving and customer engagement
• Resilience: Maintains energy, positivity, and focus under pressure
• A-player: Is always ready to take on new challenges with enthusiasm in support of their growth
• Attention to detail: The ability to spot patterns without overlooking critical detail, ensuring merchant communication is always accurate and clear with strong maintenance of quality standards.
• Active listener: able to fully engage in conversations, understanding beyond the words, and responding in a way that shows genuine comprehension and care.
• Insights driven: Able to collate customer feedback and surface these learnings in a way that’s well articulated and fully captures the customer voice, needs, pain points and friction areas. This person will be strong at capturing both qualitative and quantitative customer data that can be easily translated into business insights.
• Experimentation mindset: The ability to grasp experimentation parameters and hypotheses, executing on the experimentation goals with the required tailored approach in a way that drives testing success.
• Customer advocacy: Presents oneself as an authentic customer champion, always acting as a custodian of the customer experience and their needs, consistently voicing proposed solutions to key customer problems
• Collaboration and culture focused: Is able to effectively engage with peers, leaders and other teams in a way that positively impacts the overall Yoco culture (a clear ‘multiplier’)
• Proactive nature: Does not wait to be assigned tasks, is naturally enthusiastic and curious about new initiatives or pieces of work. Takes charge to make improvements without being asked.
• Growth focused: Must have the ability to communicate really well over calls to drive enthusiasm and product adoption amongst customers using a consultative selling approach.
• Customer centric critical thinker: Always puts the customer first with the passion to consistently provide a referable customer experience, regularly thinking of ways to improve this experience and calling out any gaps that may impact our ability to do so.