Merchant Experience & Onboarding Lead

Ginee - Global Intelligence and E-commerce Engine; Jakarta Selatan; On-site; IDR 89,280,000 - 122,760,000; Full time

Job summary

Ginee in Jakarta Selatan seeks an Onboarding & Merchant Success Specialist to design and deliver onboarding programs, train merchants on platform tools, and drive rapid time-to-value for new users.

You will run data-driven sessions, own the resolution process for high-priority issues, coordinate with Engineering and Product, and lead renewal negotiations to extend mid-tier contracts, while implementing win-back strategies to re-engage dormant merchants.

Qualifications

• Experience designing onboarding programs for merchants.
• Strong data-driven training skills based on product updates.
• Ability to manage high-priority merchant issues cross-functionally.
• Proven experience in renewal negotiations and win-back strategies.

Responsibilities

• Design and deliver comprehensive onboarding programs to reduce time-to-value for new merchants.
• Conduct data-driven training sessions based on product updates or common friction points.
• Own the end-to-end resolution process for high-priority merchant issues with cross-functional teams.
• Deliver specialized workshops on inventory synchronization and unified order management for data accuracy.
• Manage sensitive merchant interactions with empathy and professionalism to maintain brand reputation.
• Coordinate with Engineering and Product to prioritize systemic bugs affecting multi-channel sync.
• Lead renewal negotiations for mid-tier accounts to secure long-term extensions.
• Implement win-back strategies by analyzing churn data and offering tailored incentives.

Job description

Ginee in Jakarta Selatan seeks an Onboarding & Merchant Success Specialist to design and deliver onboarding programs, train merchants on platform tools, and drive rapid time-to-value for new users.

You will run data-driven sessions, own the resolution process for high-priority issues, coordinate with Engineering and Product, and lead renewal negotiations to extend mid-tier contracts, while implementing win-back strategies to re-engage dormant merchants.