Merchant Onboarding & Account Management Experience Manager

About the Role

Join our team and make a real impact! As the Merchant Onboarding & Account Management Experience Manager, you will play a pivotal role in driving positive merchant experience in the onboarding process to our platform and in managing their accounts once they are already in our platform. You will collaborate very closely with the SMB Region & Enterprise sales team to get their feedback as the merchants’ guardians, and with the product team who will build products & features based on your inputs. Merchant Care Unit and Sales Excellence will be your companions during this ride. You will have ample opportunity to flex and hone in on your business strategy, multi-tasking, analytical, and time-management skills, catering to the day-to-day needs and issues of our beloved merchants, and ensuring they get the experience they deserve.

What You Will Do

• Create a delightful experience for merchants when onboarding their restaurant or their new outlet through the GoFood Merchant platform and when dealing with Gojek to resolve their onboarding issues; surpassing merchants’ experiences when doing the same in competitors’ platforms
• Ensure that the requirements to get merchants to be onboarded to GoFood are as simple as possible while complying with any relevant government and legal regulations
• Ensure that the process to get onboarded is easily understood and easy to get through, making merchants’ restaurants to show in GoFood as soon as possible
• Do in-depth analysis to fix issues and build/improve process & product required to improve merchants’ satisfaction to the onboarding process; improve merchants’ conversion rate to be onboarded and improve overall merchant onboarding time
• Support Merchant Onboarding Experience & Account Management Sr. Manager in managing feature/product implementation and rollouts
• Create and present analysis to product & marketing team on merchants’ issues/sentiment on their experiences with the onboarding process
• Collaborate cross-functionally with product, marketing, sales, and other stakeholders to align strategies derived from data-driven analysis and execute plans effectively

What You Will Need

• Minimum 4 years of relevant working experience in strategy, analytics, project management, management consulting or other related roles that require strong analytical skills, problem-solving, and business acumen
• A structured and analytical thinking process to create business analysis, framework, and project charters
• Strong business sense and ability to articulate complex analysis results to a wide range of audiences and translate the results to actionable business insights
• Have good presentation skills - esp. the ability to present during problem solving sessions with other stakeholders (working-level or leadership)
• Proficiency in SQL/query is preferred. Candidate will be required to learn on the job if they come with no proficiency

About the Team

The Sales Excellence & Merchant Experience team is an integral part of the Food, Ads & Merchants organization, and based in HQ Office Jakarta, Indonesia. Our primary focus is to ensure that the company’s KRs are achieved by providing the support needed for the sales team to excel in their job, and to provide support needed for merchants to grow their business. This could vary from improving business processes, creating BRDs (Business Requirement Documents) for the product team, problem solving on merchants’ top issues, to supporting merchants to set up their promo..

Our relationship within the team is not just about work. We believe in fostering joy and connection, whether over a meal (nobody in our team will ever say no to a good nasi kapau!) or through shared laughter. Each team member is not only ready but more than happy to continuously give guidance and support to each other, while maintaining each other’s independence and flexibility. Together we will navigate challenges and seize opportunities, all while empowering merchants to grow with us!

About GoTo Group

GoTo Group is the largest digital ecosystem in Indonesia with its mission to “Empower Progress’ by offering technological infrastructure and solutions for everyone to access and thrive in the digital economy. The GoTo ecosystem consists of on-demand transportation services, food and grocery delivery, logistics and fulfillment, as well as financial and payment services through the Gojek and GoTo Financial platforms.It is the first platform in Southeast Asia that hosts these crucial cases in a single ecosystem, capturing the majority of Indonesia’s vast consumer household.

About Gojek

Gojek is Southeast Asia’s leading on-demand platform and pioneer of the multi-service ecosystem with over 2.5 million driver partners across the regions offering a wide range of services such as transportation, food delivery, logistics and more. With its mission to create impact at scale, Gojek is committed to resolving consumer problems and raising standards of living by connecting consumers to the best providers of goods and services in the market.

About GoTo Financial

GoTo Financial accelerates financial inclusion through its leading financial services and merchants solutions. Its consumer services include GoPay and GoPayLater and serve businesses of all sizes through Midtrans, Moka, GoBiz Plus, GoBiz, and Selly. With its trusted and inclusive ecosystem of products, GoTo Financial is open to new growth opportunities and aims to empower everyone to Make It Happen, Make It Together, Make It Last.

GoTo and its business units, including Gojek and GoToFinancial ("GoTo") only post job opportunities on our official channels on our respective company websites and on LinkedIn. GoTo is not liable for any job postings or job offers that did not originate from us. You should conduct your own due diligence to prevent being victims of any fake job scams, if they did not originate from GoTo's official recruitment channels.