Merchant In-App Experience Manager

GoTo Group; Daerah Khusus Ibukota Jakarta; On-site; IDR 300.000.000 - 400.000.000; Full time

Job summary

GoTo Group is seeking a Merchant In-App Experience Manager to enhance merchant interactions on our platform in Jakarta. The role involves strategic analysis, collaboration with sales and product teams, and addressing merchant needs effectively to foster growth and satisfaction. Candidates should possess strong analytical skills, experience in project management, and be proficient in SQL. Join us to make a significant impact on merchant experiences and strategies.

Qualifications

• 4+ years' experience in strategy, project management, or management consulting.
• Strong business sense with effective communication of complex analyses.
• Proficiency in SQL/query language.

Responsibilities

• Enhance the merchant experience on our platform by analyzing needs.
• Create seamless experiences using the merchant app and address merchant satisfaction.
• Collaborate with cross-functional teams based on data insights.

Skills

Analytical skills

Project management

Stakeholder management

Communication

Presentation skills

SQL

Job description

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 enhancing the merchant experience on our platform. You will collaborate closely with the SMB Region & Enterprise sales team to gather merchant feedback and work with the product team to develop features based on your insights. You will also work with the Merchant Care Unit and Sales Excellence teams to address merchant needs. This role offers opportunities to develop your business strategy, multitasking, analytical, and time-management skills, ensuring a positive experience for our merchants.

What you will do:

• Create a seamless experience for merchants using the merchant app (GoBiz).
• Analyze our platform capabilities against competitors and assess whether our features meet merchants’ business needs.
• Support merchants with integrations between their Point of Sale systems and GoBiz, including troubleshooting.
• Build dashboards to analyze the correlation between Merchant Quality Score and operational metrics, refining scoring criteria and implementation plans.
• Address issues and improve processes and products to increase merchant satisfaction and loyalty.
• Assist in feature and product implementation and rollouts.
• Provide insights to product and marketing teams regarding merchant issues and feedback.
• Collaborate cross-functionally to align strategies and execute plans based on data analysis.
• Deliver regular and ad-hoc reports and analyses to leadership.

What you will need:

• At least 4 years of experience in strategy, project management, management consulting, or related fields requiring analytical skills.
• A structured, analytical approach to developing frameworks and prioritizing tasks.
• Strong business sense and the ability to communicate complex analysis results effectively.
• Good presentation skills, especially in stakeholder discussions.
• Proven stakeholder management experience.
• 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. Our goal is to support sales and merchant growth by improving business processes, creating Business Requirement Documents (BRDs), solving top 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 maintaining independence and flexibility. Together, we aim to overcome challenges and seize opportunities to empower merchants.