Merchant Lifecycle – Merchant Engagement Manager, Commerce Enablement

Gojek

• Indonesia > Java >Jakarta
• FULL_TIME
• 2022-02-16T08:16:26Z –> 2022-05-17T08:16:26Z

Description

About the Role

Merchant Lifecycle team sits at the heart of the Commerce Enablement group, where we believe in delivering WOW experience for merchants in order to achieve the mission of empowering businesses to grow.

Merchant Lifecycle – Merchant Engagement Manager (ME) is a crucial part of Merchant Lifecycle in driving engagement throughout a merchant's journey; right from the merchant being onboarding. As the ME Manager, you will work with a passionate team of leads and agents to innovatively improve merchants' engagement and assist them during renewal.

What You Will Do

• Lead and drive engagement/ campaign strategies of POS product to nurture engagement with merchants and deliver exceptional merchant experience
• Collaborate cross-functionally to drive the engagement actions and feature adoption in innovative ways
• Anticipate merchant's needs by promoting services (enhancement, feature) and insights to merchants – make our customers successful!
• Drive and exceed active, deduction, product adoption, and retention target
• Deliver monitoring of success metrics across POS & GoStore products and drive actionable insights out of them
• Identify potential challenges in merchants' engagement and work cross-functionally to route merchants to solutions
• Create, improve, and monitor end-to-end merchant journeys, to include identifying potential issues within merchant journey and work with wider business to resolve them

What You Will Need

• Bachelor's degree from a reputable university
• Minimum of 6 years experience with at least 1 year role as manager
• Track record of experience in customer lifecycle/touchpoints and aligning within complex customer environments at executive and department levels
• Data-driven with a commitment to process – drive / track consistent engagement process
• Skill in design thinking would be a plus point
• Strong project management skill and an ability to multitask without getting frazzled
• Strong presentation skill

About the Team

Merchant Lifecycle is a team that is better equipped when making use of each other's strength to deliver a WOW experience and empower businesses to grow.

As a team, we are accountable for driving loyalty & supporting business growth by delivering education & awareness, engaging through various communication channels, as well as verbally through discussion with our engagement agents, and delivering a wow experience through listening well to voice of merchants and managing demand.

We make the best out of our role to be dynamic, data-driven, customer-centric, and fun! We experiment and iterate fast. We use the power of data to drive strategies and to track outcomes. We empathize with our merchants to make sure that any experience designed could fulfill their needs. We try our best to stay in touch and continue to bond outside work as one big family through fun online activities. So, if you're looking for a positive, supportive, and collaborative working culture, you have found yourself a home.

About Us

Gojek is a Super App. It's one app for ordering food, commuting, digital payments, shopping, hyper-local delivery, and dozen other products. It is Indonesia's first and only decacorn. It's also the only Southeast Asian startup to be part of Fortune's list of 'Companies That Changed The World.'

Our Mission: To create and scale positive socio-economic impact for our customers, driver-partners, business and MSMEs.

As of 2021, Gojek processed more than $9 billion annualised gross transaction value across all markets where it operates – in Singapore, Thailand, Vietnam and Indonesia. We have the largest food delivery product in Asia, (outside of China), and the largest payments wallet in Southeast Asia.

Our investors include Google, Facebook, PayPal, Sequoia Capital, Tencent Holdings among others.

Gojek is committed to building a diverse and inclusive workplace and is an equal opportunity employer. We do not discriminate on the basis of race, religion, national origin, gender, gender identity, sexual orientation, disability, age, education status, or any other legally protected status.

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