Merchant Success Consultant - Activation Specialist (3 month fixed term contract)

Who we are Yoco was founded in 2015, and we’ve been breaking down barriers, unlocking economic opportunities and opening commerce for people to thrive ever since. We’re the payments provider for over 200,000 self-employed, and process over US$3 billion annually. We have ±350 team members globally, all with a bias for boldness and a passion for simple, progressive solutions. We believe in uniting different people to solve hard problems, together. Our mission of making society more equal requires a variety of people, with different backgrounds and points of view, to keep building solutions that make life easier for emerging businesses. We’re growing fast. With growth comes compelling challenges. If you’re an ambitious problem-solver, with big ideas, a passion for doing good, bright, grounded and courageous; you’re likely to thrive at Yoco. We don’t stop pushing. We break things to rebuild. We challenge ourselves and each other. We’re constantly evolving - and we’re doing it fast. Grow With Us. About the role Drive early-stage merchant activation by engaging new Yoco merchants within their first 30 days of onboarding, helping them understand and realise value from daily POS usage through Product Catalogue adoption (including products and services). Through proactive outreach, education, and guided enablement (including AI-assisted catalogue creation), you ensure merchants quickly experience the benefits of using Yoco as part of their daily business operations. You exist to ensure merchants don’t just have a device — they use it meaningfully, early, and often. What you will be doing 1. Early-Stage Merchant Activation (First 30 Days) What you will do: Proactively contact newly onboarded merchants (within first 30 days of receiving Yoco device) Run structured activation conversations via calls, chat, and approved outreach channels Introduce the value of daily POS usage and consistent transaction behaviour Drive adoption of Product Catalogue as the first step to meaningful POS usage Success indicators: Activation rate within first 30 days % of merchants completing catalogue setup Increase in early transaction frequency (daily/weekly usage) Outreach coverage and engagement adherence (SOP compliance) 2. Product Catalogue Adoption & Enablement What you will do: Guide merchants through creating and using their Product Catalogue (products and services) Train merchants on how catalogue setup improves speed, accuracy, and sales tracking Use an AI-assisted internal tool to help generate or simplify catalogue creation for merchants Reinforce catalogue usage as a core driver of POS value Success indicators: Catalogue creation completion rate Catalogue completeness and quality (as per QA rubric) Merchant confidence in self-updating catalogue Reduction in friction during first transactions 3. Merchant Education & Value Realisation (POS Usage) What you will do: Educate merchants on the benefits of daily POS usage for business growth Explain how consistent usage improves tracking, sales insights, and operational efficiency Use visuals, simple storytelling, and live examples to demonstrate value Invite merchants to weekly online activation demos and walkthrough sessions Success indicators: Attendance rate at weekly demo sessions Increase in repeat POS usage post-education Merchant understanding and sentiment feedback Improved early-stage retention signals 4. Structured Outreach & Campaign Execution (Salesforce-Driven) What you will do: Execute outreach aligned to the Product Catalogue activation campaign in Salesforce Follow defined contact strategy, sequences, and engagement SOPs Accurately log all interactions, outcomes, and merchant insights in CRM Ensure disciplined follow-up and contact persistence where required Success indicators: CRM accuracy and completeness Campaign adherence (sequence completion rates) Contact rate and connect rate Follow-up consistency and SLA adherence 5. Feedback Capture & Activation Learning Loop What you will do: Ca