Manager – Merchant Onboarding & Success

The Manager – Merchant Onboarding & Success will be responsible for managing the end-to-end onboarding journey of merchants into the Caship ecosystem.

The role primarily focuses on identifying and engaging potential merchants, explaining Caship’s merchant proposition, completing merchant documentation and verification, coordinating activation, assisting merchants with relevant technology and platform processes, and ensuring that newly onboarded merchants are ready to operate effectively within the Caship network.

This is not merely a sales role. The position sits at the intersection of merchant acquisition, onboarding operations, relationship management, technology adoption and merchant success.

The ideal candidate should be comfortable interacting with business owners, retail establishments and decision-makers while maintaining strong documentation, follow-up and reporting discipline.

Key Responsibilities

1. Merchant Acquisition & Prospecting

• Identify and approach suitable merchants across designated markets, categories and territories.
• Build a healthy merchant acquisition pipeline through field visits, references, market mapping, inbound leads and other approved channels.
• Establish communication with business owners, authorised representatives and decision-makers.
• Understand the merchant’s business model, requirements and operational environment before recommending suitable Caship solutions.
• Maintain structured records of prospects, discussions, follow-ups and conversion status.

2. Merchant Onboarding

• Take complete ownership of the merchant onboarding lifecycle from initial engagement to successful activation.
• Explain Caship’s merchant proposition, platform features, commercial arrangements, merchant benefits and applicable processes clearly.
• Guide merchants through registration, application, documentation and activation requirements.
• Ensure onboarding information is complete, accurate and appropriately recorded before submission.
• Coordinate internally with relevant teams wherever operational, technical or compliance intervention is required.
• Reduce onboarding turnaround time without compromising documentation quality or internal controls.

3. Merchant KYC / KYB Coordination

• Assist merchants in completing applicable KYC/KYB and business verification requirements.
• Collect and validate relevant business documents according to internal onboarding procedures.
• Identify incomplete, inconsistent or potentially incorrect information and escalate cases wherever necessary.
• Maintain appropriate confidentiality while handling merchant and business information.
• Ensure that merchants understand documentation and verification requirements before activation.

4. Merchant Activation & Platform Readiness

• Coordinate the activation of successfully onboarded merchants on the Caship platform.
• Assist merchants with basic platform configuration, merchant dashboard access and account setup.
• Ensure merchants understand the operational steps required to participate effectively in the Caship ecosystem.
• Coordinate resolution of activation-related technical or operational issues.
• Confirm merchant readiness before transitioning the account into regular relationship management.

5. Merchant Training

• Conduct onboarding demonstrations and basic training sessions for merchant owners and their authorised staff.
• Explain relevant merchant dashboard functionality, transaction workflows, campaigns, offers and customer engagement features.
• Help merchants understand how to utilise Caship tools effectively rather than treating onboarding as a one-time registration exercise.
• Develop merchant confidence in using digital tools and processes associated with their Caship account.

6. Merchant Relationship Management

• Build professional and sustainable relationships with onboarded merchants.
• Act as an initial coordination point for merchant queries during the onboarding and activation phase.
• Conduct structured follow-ups to identify adoption barriers, operational concerns and additional requirements.
• Coordinate with Merchant Success, Operations, Support, Technology and other internal functions for timely resolution.
• Encourage merchant participation and engagement across applicable Caship programs.

7. Market & Territory Management

• Conduct regular market visits across assigned areas in Delhi/NCR whenever required.
• Map relevant merchant clusters, commercial markets and business categories.
• Identify competitive trends, merchant expectations and potential barriers to adoption.
• Provide field intelligence to management regarding merchant behaviour, pricing sensitivity and market opportunities.
• Support territory-level campaigns and merchant onboarding drives.

8. Documentation & Reporting

• Maintain accurate merchant onboarding records using designated CRM, spreadsheets, dashboards or internal systems.
• Prepare daily, weekly and monthly reports covering leads, meetings, applications, documentation status, onboarding and activations.
• Track individual and team-level merchant onboarding funnels.
• Maintain strong follow-up discipline and ensure that qualified prospects do not remain unattended.
• Provide management with actionable observations instead of merely submitting numerical reports.

Key Performance Areas

Performance may be evaluated across factors including:

• Merchant acquisition pipeline generated
• Qualified merchant meetings conducted
• Merchant application conversion rate
• Completed merchant onboarding
• Merchant activation rate
• Documentation accuracy
• KYC/KYB completion rate
• Average onboarding turnaround time
• Merchant training completion
• Merchant engagement after activation
• Merchant query resolution coordination
• CRM and reporting accuracy
• Territory coverage
• Merchant retention and relationship quality
• Achievement of assigned monthly and quarterly targets

Required Qualifications

• Bachelor’s degree from a recognised university.
• Minimum 2 years of relevant professional experience, preferably in merchant acquisition, merchant onboarding, payments, FinTech, banking, SaaS, POS solutions, digital platforms, retail technology, marketplace operations or B2B relationship management.
• Previous experience dealing directly with merchants, retailers, SMEs or business owners will be strongly preferred.
• Good command over spoken and written English.
• Ability to communicate effectively in Hindi will be highly useful for Delhi/NCR merchant engagement.
• Comfortable travelling locally for merchant meetings and field activities whenever required.

Required Technical Skill Set

The candidate should have practical working knowledge of business technology used in merchant operations, including:

• CRM Platforms: Ability to manage leads, follow-ups, onboarding pipelines and merchant records using CRM software.
• Microsoft Excel / Google Sheets: Comfortable with filtering, sorting, reporting, basic formulas, data management and performance trackers.
• Google Workspace / Microsoft Office: Professional usage of email, documents, presentations and shared business files.
• Merchant Dashboards: Ability to learn and operate web-based merchant portals, dashboards and administrative interfaces.
• Digital Onboarding Systems: Familiarity with online application forms, document uploads, workflow-based approvals and account activation processes.
• KYC/KYB Processes: Basic understanding of business verification and merchant documentation requirements.
• Payment Technology Awareness: Working-level understanding of QR payments, UPI, payment gateways, POS systems, digital wallets and transaction workflows.
• SaaS Platforms: Ability to understand subscription-based business software and explain platform features to merchants.
• Mobile Applications: Comfortable demonstrating mobile and web applications to merchants.
• Digital Documentation: Ability to organise, review and maintain digital merchant records systematically.
• Reporting & Analytics: Ability to interpret onboarding funnels, conversion metrics and merchant performance dashboards.
• Technical Coordination: Capability to describe merchant-side technical issues clearly to internal technology or support teams.

Knowledge of APIs, webhooks, payment reconciliation or merchant settlement workflows would be an added advantage, although software development experience is not required.

Core Competencies

The successful candidate should demonstrate:

• Strong communication and interpersonal skills
• Merchant-facing confidence
• Negotiation ability
• Relationship management
• Ownership mindset
• Problem-solving ability
• Target orientation
• Process discipline
• Attention to detail
• Documentation accuracy
• Follow-up discipline
• Commercial awareness
• Technology adaptability
• Team collaboration
• Time and territory management
• Ability to work in a fast-moving startup environment

Ideal Candidate Profile

We are particularly interested in candidates who can balance commercial aggression with operational discipline.

You should be capable of walking into a merchant establishment, confidently speaking with the business owner, explaining a technology-led proposition in simple language, completing the onboarding requirements properly and staying connected until the merchant becomes successfully operational.

Candidates who have worked with FinTech companies, payment aggregators, banks, merchant acquiring organisations, POS providers, SaaS platforms, loyalty companies, marketplaces, food-tech, retail-tech or B2B technology organisations may find their previous experience particularly relevant.

What Success Looks Like

Within this role, success means more than achieving a merchant-signup number.

A successful Manager – Merchant Onboarding & Success will consistently build a quality merchant pipeline, convert relevant prospects, maintain high documentation accuracy, shorten activation timelines, help merchants understand the platform and ensure that onboarded merchants become productive participants in the Caship ecosystem.

The objective is therefore:

Acquire → Verify → Onboard → Activate → Educate → Engage → Retain.

Career Growth

This role can provide progression opportunities across Caship’s growing Merchant Segment, including:

Manager → Senior Manager → Regional / Territory Leadership → Merchant Success Leadership → Senior Merchant Segment Management

Progression will be driven by performance, leadership capability, business requirements and organisational growth.

Equal Opportunity

Caship welcomes applications from suitably qualified male and female candidates. Selection will be based on role suitability, experience, skills, competencies and organisational requirements.