Merchant Onboarding Experience Manager
Job Summary
Job Description
As the Merchant Onboarding Experience Manager, you will be responsible for driving a positive merchant experience during the onboarding process. This role involves close collaboration with the SMB Region & Enterprise sales team and the product team, acting as a guardian for merchant feedback. You will leverage your business strategy, multitasking, analytical, and time-management skills to address daily merchant needs and issues, ensuring they receive the best possible experience. The goal is to make the onboarding process as simple and efficient as possible while complying with regulations, ensuring merchants appear on GoFood quickly.
Must have:
- Minimum 4 years of experience in strategy, analytics, project management, or consulting
- Structured and analytical thinking for business analysis and project charters
- Strong business sense and ability to translate analysis into actionable insights
- Good presentation skills for problem-solving sessions
- Proficiency in SQL/query is preferred
Good to have:
- Ability to learn SQL on the job if no prior proficiency
- Collaborate cross-functionally with product, marketing, sales, and other stakeholders
- Create and present analysis on merchant issues and sentiment
6 skills required
Job Details
About the Role:
Join our team and make a real impact! As the Merchant Onboarding Experience Manager, you will play a pivotal role in driving positive merchant experience in the onboarding process to 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:
What you will need:
- Create a delightful experience for merchants when onboarding their restaurant or their new outlet through the merchant app (GoBiz) and when dealing with Gojek to resolve their onboarding issues; surpassing merchants’ experiences when doing the same in competitors’ platforms
- Ensure that the requirement 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 in the app 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 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
- Provide regular and ad-hoc impact reports and analyses to manager
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 session 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!
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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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