Merchant Retention Specialist - Toronto, Ontario
1 day ago
Job description
Russell Tobin's client, an operating online food ordering and food delivery, is hiring a Remote - Merchant Retention Specialist.
Job Title: Merchant Retention Specialist/
Strategy & Operations Contractor
Location:
100% Remote
Market:
Corporate – Canada
Business Unit:
Marketplace
Contract Duration:
March 9, 2026 – May 30, 2026
Schedule:
40 hours per week | Standard Business Hours
Classification:
Temporary Agency Worker
Pay Rate: $23 - $26.9/hr.
About the Role
We are seeking a highly motivated
Merchant Retention Specialist
to lead the end-to-end retention strategy for at-risk, high-value merchants. In this role, you will leverage data insights to identify churn risks, take swift action to resolve escalations, and drive meaningful retention impact across the restaurant marketplace.
This is a fully remote contract opportunity supporting a fast-paced, technology-driven environment.
What You'll Do
- Deploy retention strategies to save at-risk merchants, partnering cross-functionally to resolve escalations (e.g., commission adjustments, technical support, service radius changes, promotional funding, and in-store operational needs).
- Monitor merchant performance and equip internal teams with tracking tools to measure program effectiveness.
- Analyze data to proactively identify churn risks and improvement opportunities.
- Execute process enhancements to increase merchant save rates and improve ROI.
- Communicate directly with merchants to understand concerns and deliver solutions.
What We're Looking For
You Are:
- Action-oriented
– You take initiative and thrive in a fast-moving environment. - Data-driven
– You leverage insights to inform decisions and measure impact. - Curious and analytical
– You enjoy identifying root causes and building effective solutions. - Resilient
– You adapt quickly and stay focused on outcomes. - Comfortable with ambiguity
– You thrive in evolving, high-growth environments. - Customer-focused
– You enjoy helping others and building strong relationships. - Organized
– You can manage large datasets, document clearly, and meet deadlines consistently.
Requirements:
- Strong verbal and written communication skills.
- Analytical mindset with experience identifying trends and delivering insights.
- Proficiency in Microsoft Word and Excel or Google Workspace (Docs, Sheets).
- Demonstrated ability to work independently with minimal supervision.
Additional Information
- Laptop provided.
- Workday access required.
- Professional-level posting classification.
- Business need driven by increased workload.
Benefits that Russell Tobin offers:
Russell Tobin offers eligible employee's comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.
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