Relationship Manager
Troskit is looking for a dedicated, highly adaptable Relationship Manager (RM) to join our Merchant Success and Operations team. In this role, you will be the absolute lifeline for our Small and Medium-Sized Enterprise (SME) partners, who typically operate with limited time and resources. Unlike traditional account roles, you will actively manage both sides of the retail coin – SME Sellers and their Buyers, through a mix of remote digital tools and in-person field support.
You will take complete, end-to-end ownership of the order lifecycle. This means guiding transactions all the way from initial product or order inquiries down to final delivery. Because our community uses multiple communication styles, you will seamlessly coordinate and drive incoming orders streaming from direct phone calls, WhatsApp messages, and the official Troskit e-commerce site. As their trusted advisor, you will help turn traditional local shops into highly efficient, omnichannel retail businesses.
- End-to-End Order & Channel Management
- Multi-Channel Order Capture: Receive, log, and organize incoming orders and product inquiries originating via phone calls, WhatsApp messages, and the Troskit e-commerce site.
- Full Lifecycle Tracking: See every order through from the very first inquiry, through pricing and processing, up to successful final delivery to the buyer.
- Buyer & Seller Coordination: Act as the central communications hub between the SME seller and the buyer, ensuring clear timelines and expectations are met on both sides.
- Onboarding & Hybrid Relationship Management
- Dual-Presence Management: Build deep relationships with business owners and buyers both remotely (via digital channels) and in person through store visits, pop-ups, or on-site support.
- SME Merchant Welcoming: Seamlessly onboard new SME merchants onto the Troskit platform, minimizing initial technical hurdles for non-technical users.
- Retention & Account Health: Perform regular check-ins to monitor seller satisfaction, identify operational bottlenecks, and proactively prevent merchant churn.
- Seller Training & Enablement
- E-Commerce Operational Mastery: Conduct hands-on, simple training modules for sellers covering product listing updates, catalog design, pricing strategies, and promotion management.
- Fulfillment & Returns Setup: Train sellers on efficient order processing, packaging standards, fulfillment workflows, and setting up clean return and customer support frameworks.
- Troskit POS Implementation: Train physical retail merchants on how to adopt, set up, and use Troskit POS systems to unify their in-store sales with online operations.
- Feature Updates: Continuously educate existing sellers on new software platform releases, feature updates, and technical optimizations.
- Growth Support & Operations
- Hands-On Listing Assistance: Provide direct operational help to resource-strapped SMEs by assisting with high-quality product listings, proper category tagging, and dynamic pricing setups.
- Promotions Planning: Help merchants build and run discounts, holiday campaigns, and bundle offers on the Troskit site to boost daily sales volume.
- Dispute & Return Resolution: Take complete charge of managing consumer returns and resolving complex order processing or logistical disputes swiftly.
- Ecosystem Advocacy & Feedback
- Troskit Service Advocacy: Promote and pitch the full suite of Troskit ecosystem services, including featured advertising space, advanced analytical tools, or specialized delivery setups.
- Internal Merchant Feedback: Synthesize real-world merchant frustrations and feature requests from the field, acting as their voice to the internal Troskit Product and Engineering teams.
Job Requirements
Minimum WASCE
- Experience: 2–4 years of experience in retail account management, customer success, e-commerce operations, or retail sales.
- Omnichannel Comfort: Familiarity handling fast-paced operations using highly fragmented channels like WhatsApp business, direct client calls, and web dashboards.
- Tech Literacy: Solid understanding of e-commerce platforms, retail Point of Sale (POS) software hardware/software, and simple inventory tools.
- Mobility & Adaptability: Willingness to work in a hybrid capacity, splitting time between remote desk support and active in-person field visits to local SME markets.
- Core Skills: Exceptional empathy, deep patience for training non-tech-savvy store owners, and robust conflict resolution skills for customer inquiries.
Job Timelines
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