Merchant Account Management Experience Senior Manager
Job Summary
Job Description
Lead efforts to improve how merchants manage their accounts on GoBiz. Enhance merchant experience in managing GoBiz accounts, ensuring smooth processes for ownership changes, bank details, and employee management. Improve merchant education and user experience for efficient management of entities, outlets, and employees. Streamline merchant processes while ensuring compliance with government and legal regulations. Drive process and product improvements to increase merchant satisfaction and retention. Manage feature/product implementation and rollouts, and provide data-driven insights on merchant issues and sentiment. Collaborate with product, marketing, and sales to align strategies and execute improvements.
Must have:
- 6+ years of experience in strategy, project management, or consulting
- Strong analytical, business acumen and problem-solving skills
- Strong analytical skills to develop frameworks
- Strong business sense and ability to articulate complex analysis results
- Good presentation skills
- Solid track record of stakeholder management
Good to have:
- SQL skills preferred but not required
6 skills required
Job Details
About The Role
As a Merchant Account Management Experience Senior Manager, you’ll lead efforts to improve how merchants manage their accounts on GoBiz. Working closely with sales, product, and support teams, you’ll ensure smooth processes, resolve issues, and enhance merchant satisfaction. This role requires a strategic mindset, analytical skills, and strong collaboration to drive continuous improvements in merchant experience.
What You Will Do
- Enhance the merchant experience in managing their GoBiz accounts, ensuring smooth processes for ownership changes, bank details, employee management, and more.
- Improve merchant education and user experience to ensure they can efficiently manage their entities, outlets, and employees on GoBiz.
- Streamline merchant processes while ensuring compliance with government and legal regulations.
- Drive process and product improvements to increase merchant satisfaction and retention.
- Manage feature/product implementation and rollouts.
- Provide data-driven insights to product and marketing teams on merchant issues and sentiment.
- Collaborate with product, marketing, and sales to align strategies and execute improvements based on data analysis
- 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
- Provide regular and ad-hoc impact reports and analyses to leadership team
What You Will Need
- 6+ years of experience in strategy, project management, or consulting, with strong analytical, business acumen and problem-solving skills
- Strong analytical skills to develop frameworks and set priorities
- SQL skills preferred but not required
- 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
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.
#LI-ONSITE
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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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