Merchant In-App Experience Manager
Job Summary
Job Description
As the Merchant In-App Experience Manager, you will be responsible for driving a positive merchant experience within our platform. You will collaborate closely with the sales team to gather merchant feedback and with the product team to influence product development. Key responsibilities include creating a delightful experience for merchants using the GoBiz app, analyzing platform capabilities against competitors, supporting merchant integration with GoBiz for improved operations, and handling technical troubleshooting. You will also build dashboards to analyze merchant operational metrics, execute initiatives to enhance merchant satisfaction and loyalty, support product implementation, and provide insights to product and marketing teams. This role requires cross-functional collaboration with product, marketing, and sales stakeholders to align strategies and execute plans effectively, while also providing regular impact reports to leadership.
Must have:
- Minimum 4 years of relevant experience
- Strong analytical and problem-solving skills
- Structured and analytical thinking process
- Good presentation skills
- Solid stakeholder management skills
- Proficiency in SQL/query
Good to have:
- Experience in strategy, project management, or management consulting
- Business acumen
- Ability to articulate complex analysis
- Translate results to actionable business insights
5 skills required
Job Details
About the Role:
Join our team and make a real impact! As the Merchant In-App Experience Manager, you will play a pivotal role in driving positive merchant experience in our platform and environment. 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 using the merchant app (GoBiz)
- Create analysis on our platform capabilities VS competitors' and assessment whether the capabilities that we provide are addressing merchants’ business needs
- Whenever required, support merchants to do integration between their Point of Sale system and GoBiz to improve their operations within the outlets in managing GoFood orders; and handle the technical troubleshooting
- Build dashboard to see correlation and/or causation between Merchant Quality Score and merchants' operational metrics, and make regular analysis in order to refine the scoring criteria & implementation plans
- Execute efforts to fix issues and build/improve process & product required to increase merchants’ satisfaction to GoBiz and improve merchants’ stickiness
- Support manager on feature/product implementation and rollouts
- Give insights to product & marketing team on merchants’ issues/sentiment on their experiences with GoBiz
- 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
What you will need:
- Minimum 4 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 mandatory
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!
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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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