Merchant Onboarding Experience Manager

PT Aplikasi Karya Anak Bangsa (GO-JEK Indonesia); Daerah Khusus Ibukota Jakarta; On-site; IDR 50,000 - 90,000; Full time

Job summary

An innovative technology company is looking for a Merchant Onboarding Experience Manager to enhance the onboarding process for merchants. This role involves collaborating with cross-functional teams to ensure a seamless experience while providing actionable insights through data analysis. With a focus on improving merchant satisfaction and onboarding conversion rates, this position offers the chance to develop key business strategies in a vibrant and supportive environment. Join a dynamic team that values collaboration and empowers merchants to thrive in a competitive landscape.

Benefits

Flexible Working Hours

Health Insurance

Team Building Activities

Professional Development Opportunities

Qualifications

• 4+ years of experience in strategy, analytics, or project management.
• Strong analytical approach and problem-solving skills.

Responsibilities

• Create a delightful onboarding experience for merchants.
• Conduct analyses to improve processes and enhance satisfaction.

Skills

Analytical Skills

Project Management

Problem-Solving

Business Strategy

Communication

Presentation Skills

Education

Bachelor's Degree in Business or Related Field

Tools

SQL

Job description

Join our team and make a real impact! As the Merchant Onboarding Experience Manager, you will play a pivotal role in driving a positive merchant experience during onboarding to our platform. You will collaborate closely with the SMB Region & Enterprise sales team to gather feedback as the merchants’ guardians, and with the product team to develop features based on your insights. Merchant Care Unit and Sales Excellence will support you in this journey. This role offers ample opportunity to develop your business strategy, multi-tasking, analytical, and time-management skills—addressing the day-to-day needs and issues of our valued merchants to ensure they receive the experience they deserve.

What you will do:

• Create a delightful onboarding experience for merchants registering their restaurants or outlets via the merchant app (GoBiz) and when resolving onboarding issues with Gojek, surpassing competitors’ standards
• Ensure the onboarding process is simple, compliant with relevant regulations, and facilitates quick visibility of merchants’ restaurants in GoFood
• Conduct in-depth analyses to identify issues and improve processes and products, enhancing merchant satisfaction, onboarding conversion rates, and reducing onboarding time
• Support the Senior Manager in managing feature and product implementations and rollouts
• Create and present analyses on merchant issues and sentiments to product and marketing teams
• Collaborate cross-functionally with product, marketing, sales, and other stakeholders to align strategies based on data-driven insights and execute plans effectively
• Provide regular and ad-hoc impact reports and analyses to your manager

What you will need:

• Minimum 4 years of relevant experience in strategy, analytics, project management, management consulting, or related fields requiring strong analytical, problem-solving, and business skills
• A structured, analytical approach to business analysis, frameworks, and project planning
• Strong business acumen and the ability to communicate complex analysis results clearly and translate them into actionable insights
• Good presentation skills, especially for problem-solving sessions with stakeholders at all levels
• Proficiency in SQL/query language is preferred; willingness to learn on the job is required if not proficient

About the team:

The Sales Excellence & Merchant Experience team is a vital part of the Food, Ads & Merchants organization, based in HQ Jakarta, Indonesia. Our main goal is to help the company achieve key results by supporting the sales team and helping merchants grow their businesses. Our work includes improving processes, creating Business Requirements Documents (BRDs), solving top merchant issues, and supporting promotional setups.

We foster a culture of joy and connection—whether sharing a meal (nasi kapau, anyone?) or laughter. Each team member is committed to supporting each other while maintaining independence and flexibility. Together, we navigate challenges and seize opportunities, empowering merchants to grow with us!

GOJEK is a technology company with 1,001-5,000 employees, established in 2010 in Indonesia. We started as a motorcycle ride-hailing service and have since expanded to provide various on-demand transport and lifestyle services across Southeast Asia, with a growing user base and service offerings.