Merchant Retention Manager

6 days ago

Cairo, Cairo, Egypt Bosta Full time 40,000 - 80,000 per year

About Bosta: 

Launched in 2017, Bosta is an overnight delivery provider for E-commerce companies in Egypt. Leveraging technology to empower businesses is what we do best. Our goal is to disrupt the logistics industry by bringing technology and experience all together to provide a one-stop-shop for delivery solutions. 

We rely on advanced technology to deliver orders to our customers in a fast way. Businesses can track and connect with couriers and follow up on their orders - all in one system.

The Role

The Merchant Retention Manager will manage Bosta's merchant retention and reactivation processes across the Micro, Nano, and Bronze segments. The role focuses on reducing churn, driving reactivation, and building loyalty through automation, data-driven insights, and lifecycle understanding. You will oversee the execution of retention initiatives, manage automated workflows, and collaborate closely with cross-functional teams to enhance merchant lifetime value (MLV) and overall satisfaction. 

Key Responsibilities :
  • Manage the execution of Bosta's merchant retention and reactivation initiatives.
  • Implement and monitor processes that improve churn, reactivation, and lifetime value performance.
  • Maintain and enhance existing churn prediction tools in collaboration with Data and Tech teams.
  • Map and track the merchant lifecycle journey to identify and address key churn touchpoints.
  • Execute and optimize automated retention workflows through CRM, data triggers, and communication platforms.
  • Analyze merchant data to identify churn drivers and execute targeted retention campaigns.
  • Collaborate with Sales, Operations, and Tech to improve service quality and merchant experience.
  • Deliver regular retention dashboards, campaign performance reports, and ROI analysis to senior leadership.
  • Support the design and rollout of loyalty and win-back programs tailored for Micro, Nano, and Bronze merchants
Qualifications & Expereince
  • 5–7 years of experience in retention, CRM, or lifecycle management roles.
  • Proven experience managing or mentoring small teams or cross-functional initiatives.
  • Strong analytical skills — able to interpret and visualize retention and churn data.
  • Hands-on experience with CRM and automation platforms (HubSpot, Salesforce, or similar).
  • Track record of executing automated retention and reactivation campaigns.
  • Understanding of Micro, Nano, and Bronze merchant behaviors and lifecycle challenges.
  • Excellent communication, collaboration, and stakeholder management skills.
  • Fluent in English; Arabic proficiency is a plus.

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