Merchant Retention Analyst (Farmer)

At Pluxee, we shape the world of employee benefits and engagement by bringing to life a personalized and sustainable employee experience, at work and beyond.

Permanent Regular

Job Description:

The Merchant Inside Sales Executive – Farmer – SME Accounts is responsible for managing and developing a portfolio of affiliated small and medium-sized merchants (SMEs) through structured inside sales activities. The Farmer plays a critical role in maximizing merchant satisfaction, retention, and commercial impact by ensuring sustained engagement, reactivation of inactive partners, and ongoing alignment with Pluxee’s consumer value proposition. Operating through phone and digital channels, this role is central to delivering a strong, accessible, and high-performing merchant network.YOUR NEXT CHALLENGE Responsibilities: 1. Merchant Relationship Management Maintain regular contact with a portfolio of SME merchants to ensure satisfaction and retention Proactively identify underperforming merchants and execute reactivation or growth strategies Promote merchant participation in promotional campaigns, platform features, and seasonal offers 2. Educate merchants on best practices, usage optimization, and consumer value Act as a first point of contact for commercial questions, issues, or improvement suggestions 3. Sales Operations and Portfolio Activation Use Salesforce CRM to manage merchant follow-ups, performance tracking, and campaign participation Monitor and act on merchant KPIs such as usage rate, transaction volume, and retention status Execute targeted outreach campaigns defined by the Inside Sales Manager or marketing teams 4. Record all interactions and update merchant information to maintain CRM integrity 5. Collaboration and Feedback Loop Share merchant insights with Product, Marketing, and Operations to improve tools and experience Align with the Inside Sales Manager on performance reviews, targeting strategies, and process improvements Collaborate with Merchant Operations to resolve technical or onboarding issues Participate in team meetings and peer learning sessions to share tactics and successes YOU ARE A MATCH IF... Education: High school diploma or equivalent required Bachelor’s degree in Business, Communication, or a related field is a plus Work Experience: 1–2 years of experience in inside sales, customer service, or merchant account management Experience managing SME clients or portfolios, ideally in a platform or digital ecosystem Proficiency with CRM systems (Salesforce preferred) Skills & Certifications: Strong communication and relationship-building skills Results-oriented with the ability to manage a high volume of interactions Proficiency in Microsoft 365 (Excel, Outlook, Teams) Languages: For global, regional, or area roles, fluency in English is required. Additional languages such as French, Spanish, Portuguese, or other relevant languages are an advantage. For local country leadership and management roles, fluency in the local language and English is required. For local individual contributor roles, fluency in the local language is required. English is considered an advantage as it supports communication, learning, and collaboration in a multinational context. Working Conditions: For global, regional, or area roles: Hybrid working patterns depending on the host country policies. Collaboration across different countries, functions, and time zones. Travel may be required depending on business needs. For local roles: Hybrid working environment depending on local policies. Collaboration with local business teams and relevant regional or global stakeholders. Occasional travel may be required depending on business needs. Competencies: Client and Merchant Relationship Management Merchant Retention and Activation (new) Salesforce CRM Usage Campaign Execution and Promotion Customer Experience Management Customer and Consumer Orientation Accountability and Ownership Drives Results Adaptability Collaboration

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