Merchant Account Management Experience Manager
Job Summary
Job Description
Join our team as a Merchant Account Management Experience Senior Manager to drive positive merchant experiences on our platform. You will collaborate closely with sales and product teams, acting as merchants' guardians and providing feedback for product development. Your responsibilities include ensuring merchants have a delightful experience managing their accounts through the merchant app, educating them on its use, simplifying account management processes, fixing issues, improving processes and products, managing feature rollouts, and providing insights to product and marketing teams. You will also collaborate cross-functionally with various stakeholders and provide impact reports to leadership.
Must have:
- Minimum 6 years of experience in strategy, project management, or consulting
- Strong analytical and problem-solving skills
- Structured thinking process for framework development
- Good business sense and ability to translate analysis to insights
- Strong presentation and stakeholder management skills
Good to have:
- Proficiency in SQL/querying
7 skills required
Job Details
About The Role
Join our team and make a real impact! As the Merchant Account Management Experience Senior Manager, you and your team will play a pivotal role in driving positive merchant experience in managing their accounts on 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 managing their accounts through the merchant app (GoBiz) and when dealing with Gojek to resolve their issues. This would include entity ownership change, entity data change, outlet/restaurant bank account change, employee management, etc.
- Ensure that merchants fully understand how to manage their entity, their outlets, and their employees in the merchant app through clear user experience and merchant education
- Ensure that the processes that merchants have to go through to manage their accounts are as simple as possible while complying with any relevant government and legal regulations
- Initiate and lead effort to fix issues and build/improve process & product required to increase merchants’ satisfaction to GoBiz and Gojek and improve merchants’ stickiness
- Manage feature/product implementation and rollouts
- Give insights to product & marketing team on merchants’ issues/sentiment on their experiences with GoBiz or with Gojek
- Collaborate cross-functionally with product, marketing, sales, and other stakeholders to align strategies derived from data-driven analysis and execute plans effectively
- Provide regular and ad-hoc impact reports and analyses to leadership team
What This Role Needs
- Minimum 6 years of relevant working experience in strategy, 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 develop framework, project charters, and prioritization
- 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 session with other stakeholders (working-level or leadership)
- Solid track record of stakeholder management
- Proficiency in SQL/query is preferred, but not mandatory (would help to succeed in the role and guide team members when doing analysis)
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.
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About The Company
GoTo is the largest technology group in Indonesia, combining on-demand and financial services through the Gojek and GoTo Financial brands. It is the first platform in Southeast Asia to host these two essential use cases in one ecosystem, capturing a majority of Indonesian consumer household expenditure.
GoTo’s mission is to “Empower Progress” by offering an unparalleled selection of goods and services through a comprehensive merchant and partner network and promoting financial inclusion through its leading payments and financial services business.
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