Head of Product- Merchant Experience [B2B]

Role SummaryBotim For Business is building an integrated financial ecosystem serving merchants across payments, lending, payroll, and cross-border financial services.The Head of Merchant Experience (Product) will own the end-to-end merchant journey across all product lines within the vertical: 1. Acquiring – POS & E-commerce Payment Gateway 2. SME Lending 3. WPS (Wage Protection System) 4. B2B Remittance.This is a horizontal product leadership role responsible for ensuring a seamless, unified, and intuitive merchant experience across onboarding, activation, usage, servicing, and expansion. The role requires strong stakeholder orchestration across multiple product managers, engineering, risk, compliance, operations, and commercial teams.ResponsibilitiesOwn the End-to-End Merchant JourneyDefine and continuously optimize the merchant lifecycle: acquisition → onboarding → activation → growth → retention.Ensure consistency in UX, flows, pricing transparency, and servicing experience.Identify friction points across products and drive cross-functional improvements.Cross-Product Experience StrategyDevelop and articulate a unified Merchant Experience Vision.Standardize onboarding, KYC journeys, dashboards, reporting, notifications, and support models.Align design systems and product patterns across POS, Gateway, Lending, WPS, and Remittance.Drive omnichannel coherence across app, web, and merchant portals.Stakeholder Leadership & AlignmentAct as the central experience owner across product silos.Partner closely with PMs across all verticals.Collaborate with Engineering, Design, Risk, Compliance, Operations, Sales, and CustomerSuccessFacilitate cross-product prioritization and resolve trade-offs.Influence roadmap decisions to balance vertical goals with horizontal excellence.Merchant Insights & Data-Driven OptimizationEstablish and track experience KPIs: activation rate, time-to-live, onboarding drop-offs, cross-sell conversion, NPS, retention.Leverage analytics and merchant feedback to drive improvements.Lead usability testing and merchant research initiatives.Operational Excellence & Service DesignEnsure seamless handoffs between product lines (e.g., acquiring to lending eligibility).Improve servicing journeys including settlements, refunds, loan repayments, payroll processing.Partner with operations to reduce manual processes and turnaround times.Drive automation and self-serve capabilities.Governance & Roadmap OversightEstablish and lead a Merchant Experience Council across product owners.Maintain a unified cross-product roadmap highlighting dependencies.Identify duplication or conflicting flows across verticals.Escalate systemic risks and structural experience gaps to executive leadership.Requirements10–15 years of Product Management experience with strong exposure to fintech, payments, or SME financial services.Experience leading cross-functional, multi-product ecosystems.Proven ability to operate effectively in a matrixed organization.Strong understanding of merchant acquiring, SME lending lifecycleDemonstrated success improving activation, retention, and cross-sell metrics.Strong executive presence and stakeholder management skills.Data-driven mindset with comfort in analytics and experimentation.Experience working within regulated financial environments.Leadership CompetenciesStrategic systems thinkerInfluencer and consensus builderCustomer-obsessed and journey-orientedStructured communicatorComfortable managing ambiguityDecisive and outcome-focused#J-18808-Ljbffr