SMB Account Manager - Dubai

Our Global Structure Deliveroo is now part of DoorDash, bringing together teams with even greater reach, scale, and ambition. Depending on your role, you may collaborate with teammates, systems, and leaders across DoorDash and Wolt. Together, we’re unlocking new possibilities as one global team. The Team The UAE is one of our fastest-growing and most exciting markets. As Deliveroo continues to expand, we become a major revenue channel for partners across restaurant, grocery, and retail - aside from providing the best support, we are consultants that use data-driven insight and industry knowledge to help our partners grow in their industry. Our Account Management team oversees partner relationships - they are a passionate, dynamic group of team players that work well together and cross-functionally with other departments, and of course, they're fun. We are looking for a Retail Account Manager to join our UAE New Verticals Team. This is a great opportunity to become a critical member in one of the fastest-growing divisions at Deliveroo and drive impact across our most exciting vertical. 'Deliveroo Shopping' (Retail) covers a wide range of categories from gifts, electronics, beauty, and stationery to pet accessories. The Role In this role, you will manage relationships with a number of our top National and SMB Retail/Non-food partners across a small variety of categories. You will be responsible for onboarding, maintaining, and growing the partnerships as well as being the day-to-day contact between partners and Deliveroo, communicating their needs to internal teams. You will be helping new partners to launch and succeed on the platform and grow existing business on the Deliveroo platform, developing the ‘best in class’ value proposition for our customers within a new and exciting area of our business. What You’ll Be Doing Here’s what your day-to-day might look like: Manage the relationship of our top Retail/Non-food partners, becoming the expert in this space as

Our Global Structure Deliveroo is now part of DoorDash, bringing together teams with even greater reach, scale, and ambition. Depending on your role, you may collaborate with teammates, systems, and leaders across DoorDash and Wolt. Together, we’re unlocking new possibilities as one global team. About The Team The UAE is one of our fastest-growing and most exciting markets. As Deliveroo continues to expand, we become a major revenue channel for partners across restaurant, grocery, and retail - aside from providing the best support, we are consultants that use data-driven insight and industry knowledge to help our partners grow in their industry. Our Account Management team oversees partner relationships - they are a passionate, dynamic group of team players that work well together and cross-functionally with other departments, and of course, they're fun. We are looking for a Retail Account Manager to join our UAE New Verticals Team. This is a great opportunity to become a critical member of one of the fastest-growing divisions at Deliveroo and drive impact across our most exciting vertical. 'Deliveroo Shopping' (Retail) covers a wide range of categories from gifts, electronics, beauty, and stationery to pet accessories. About The Role In this role, you will manage relationships with a number of our top National and SMB Retail/Non-food partners across a small variety of categories. You will be responsible for onboarding, maintaining, and growing the partnerships as well as being the day-to-day contact between partners and Deliveroo, communicating their needs to internal teams. You will be helping new partners to launch and succeed on the platform and grow existing business on the Deliveroo platform, developing the ‘best-in-class’ value proposition for our customers within a new and exciting area of our business. What You’ll Be Doing Here’s what your day-to-day might look like: Manage the relationship with our top Retail/Non-food partners, becoming the expert in

About Us Tamara is a leading fintech platform in Saudi Arabia and the GCC region with a mission to help people own their dreams built on being simple, trusted, and everywhere our customers need us. Today, more than 25 million customers and over 130,000 partner merchants depend on Tamara every day for reliable financial solutions across retail, travel, education, healthcare, and beyond. Tamara is backed by Sanabil Investments, a wholly owned company of the Public Investment Fund (PIF), and SNB Capital, among others. Your role The Merchant Success Lead owns the Day 0–30 post-live health and early transaction performance of SMB merchants across the UAE. This role leads a team of Merchant Success team members across Dubai, Sharjah, and Abu Dhabi and is accountable for ensuring merchants are operationally ready, properly trained, visibly set up, and supported to reach an impactful daily transaction volume Your responsibilities: Team leadership and coverage: Lead, coach, and performance-manage a team of Merchant Success team members Set city-level territories, merchant portfolios, visit plans, and daily priorities based on volume, risk, and activation opportunity Build a field operating rhythm covering daily execution, weekly performance reviews, coaching, and quality checks Conduct audits to improve merchant conversations and execution quality Forecast capacity and rebalance workload to maintain SLA coverage across all assigned merchants Create clear onboarding, playbooks, and performance expectations for new team members Day 0–30 merchant health ownership Own Merchant Success execution from First Order Date until the merchant reaches a minimum threshold level of transactions or exits through an agreed recovery path Ensure internal health checks are completed for merchants below a minimum number of orders, covering online visibility, in-store readiness, widget setup, marketing kit status, operational blockers, and order volume Ensure external health checks are comp

About Us Tamara is a leading fintech platform in Saudi Arabia and the GCC region with a mission to help people own their dreams built on being simple, trusted, and everywhere our customers need us. Today, more than 25 million customers and over 130,000 partner merchants depend on Tamara every day for reliable financial solutions across retail, travel, education, healthcare, and beyond. Tamara is backed by Sanabil Investments, a wholly owned company of the Public Investment Fund (PIF), and SNB Capital, among others. Your role The Merchant Retention Lead owns the retention and reactivation of unmanaged SMB merchants across the UAE. This role leads a team of specialists who contact churned merchants to understand why they stopped transacting and resolve or escalate the issue. The team also proactively monitors unmanaged merchants whose order volume is slowing down, identifies the reasons behind the decline, and provides the right support before they fully churn. Your responsibilities: Team leadership and execution: Lead, coach, and performance-manage a team of Specialists Set team priorities, merchant portfolios, outreach targets, and follow-up SLAs Establish a clear daily and weekly operating rhythm for calls, follow-ups, escalations, and performance reviews Monitor call quality, CRM updates, and action-plan execution Ensure each merchant case has a clear churn or slowdown reason, next action, owner, and follow-up date Churn and slowdown management Own outreach to churned merchants with no orders for a predetermined number of days Build an early-intervention approach for unmanaged merchants whose transaction volume is slowing down Ensure the team identifies the root cause behind churn or declining activity through structured merchant conversations Define action plans for each churn reason, including issue resolution, training, product support, or escalation Track merchants through the recovery journey and confirm whether they resume transacting SOPs, frameworks, and i