General Manager - Merchant Experience

About Us :

Paytm is India's leading mobile payments and financial services distribution company. Pioneer of the mobile QR payments revolution in India, Paytm builds technologies that help small businesses with payments and commerce. Paytm’s mission is to serve half a billion Indians and bring them to the mainstream economy with the help of technology.

Role Overview

The Merchant Experience Lead – EDC (Mid-Market Channel) will be responsible for enhancing the end-to-end merchant experience across the EDC (Electronic Data Capture) ecosystem. The role focuses on driving key business outcomes such as increasing EDC active merchants, reducing merchant churn, and enhancing GMV (Gross Merchandise Value) of retained merchants.

This leader will work cross-functionally with Merchant Helpdesk (MHD), Chatbot, Service, and Product teams to analyze merchant pain points, streamline processes, and build scalable solutions that improve merchant satisfaction and business performance.

Key Responsibilities

1. Merchant Experience Ownership

• Own the merchant lifecycle experience for mid-market EDC merchants — from activation to sustained engagement.
• Build frameworks to measure and enhance merchant satisfaction, retention, and activity levels.
• Identify top friction areas in merchant interactions and drive corrective action across teams.

2. Churn Reduction & Retention Growth

3. Helpdesk & Service Operations Optimization

4. Productivity Enhancement

5. Data-Driven Insights & Collaboration

Qualifications & Skills

Why Join Us