Merchant In-App Experience Manager

PT Aplikasi Karya Anak Bangsa (GO-JEK Indonesia); Daerah Khusus Ibukota Jakarta; On-site; IDR 40,000 - 80,000; Full time

Job summary

An innovative company is seeking a Merchant In-App Experience Manager to enhance merchant satisfaction on their platform. In this pivotal role, you will collaborate with sales and product teams to gather insights, improve processes, and implement features that meet merchant needs. You will analyze competitive capabilities, support integrations, and prepare impactful reports for leadership. This is a fantastic opportunity to develop your strategic and analytical skills while contributing to a team that values joy, connection, and growth. Join us in empowering merchants and making a real impact!

Qualifications

• 4+ years in strategy, project management, or management consulting.
• Strong analytical and problem-solving skills with business acumen.
• Proficient in SQL/query language.

Responsibilities

• Create delightful experiences for merchants using the merchant app.
• Analyze platform capabilities versus competitors to meet merchant needs.
• Support merchants with integration and troubleshoot technical issues.

Skills

Analytical Skills

Problem-Solving

Business Acumen

Stakeholder Management

Presentation Skills

SQL

Job description

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 on our platform. You will collaborate closely with the SMB Region & Enterprise sales team to gather merchant feedback, acting as their guardian, and work with the product team to develop products and features based on your insights. Merchant Care Unit and Sales Excellence will support you throughout this journey. This role offers ample opportunity to hone your business strategy, multi-tasking, analytical, and time-management skills by addressing the day-to-day needs of our merchants and ensuring they receive the experience they deserve.

What you will do:

1. Create a delightful experience for merchants using the merchant app (GoBiz).
2. Analyze our platform capabilities versus competitors and assess whether our features meet merchants’ business needs.
3. Support merchants with integration between their Point of Sale systems and GoBiz to enhance their operations and troubleshoot technical issues.
4. Build dashboards to analyze the correlation between Merchant Quality Score and operational metrics, refining scoring criteria and implementation plans.
5. Implement efforts to fix issues and improve processes and products to increase merchant satisfaction and retention.
6. Assist in feature and product implementation and rollouts.
7. Provide insights to product and marketing teams regarding merchant issues and sentiment.
8. Collaborate cross-functionally with product, marketing, sales, and other stakeholders to align strategies and execute plans based on data analysis.
9. Prepare regular and ad-hoc impact reports and analyses for leadership.

What you will need:

1. At least 4 years of relevant experience in strategy, project management, management consulting, or related roles requiring strong analytical, problem-solving, and business acumen skills.
2. A structured and analytical approach to developing frameworks, project charters, and prioritization.
3. Strong business sense with the ability to communicate complex analysis results to diverse audiences and translate them into actionable insights.
4. Good presentation skills, especially for problem-solving sessions with stakeholders at all levels.
5. A proven track record in stakeholder management.
6. Proficiency in SQL/query language is mandatory.

About the team:

The Sales Excellence & Merchant Experience team is part of the Food, Ads & Merchants organization, based in Jakarta, Indonesia. We focus on supporting the sales team to achieve company KPIs and helping merchants grow their businesses. Our activities include improving business processes, creating Business Requirement Documents (BRDs) for product development, solving merchant issues, and assisting with promotional setups.

We foster a culture of joy and connection, sharing meals and laughter, and supporting each other’s growth while respecting independence and flexibility. Together, we navigate challenges and seize opportunities to empower merchants.

Company Overview:

GOJEK, established in 2010 as a motorcycle ride-hailing service in Indonesia, has evolved into a provider of on-demand transport and lifestyle services across Southeast Asia. With over 125 million downloads and operations in multiple countries, GOJEK aims to improve quality of life through innovative technology and efficient services.