Merchant Onboarding Experience Manager

GoTo Group; Daerah Khusus Ibukota Jakarta; On-site; USD 30.000 - 45.000; Full time

Job summary

Join a leading company in Indonesia as a Merchant Onboarding Experience Manager where you'll enhance the onboarding process for merchants on the platform. This role requires strategic thinking to analyze and address merchants’ needs, collaborating closely with sales and product teams. Ideal candidates will possess strong analytical skills, a structured approach to problem-solving, and the ability to effectively communicate insights. Be part of a vibrant team that fosters joy and connection while empowering merchants to grow their businesses.

Qualifications

• Minimum 4 years of relevant working experience in analytics or related fields.
• Structured and analytical thinking with strong ability to articulate analysis results.
• Proficiency in SQL preferred, willingness to learn on the job if not proficient.

Responsibilities

• Create a delightful onboarding experience for merchants through the app.
• Conduct analysis to improve merchant onboarding processes.
• Collaborate with cross-functional teams to align strategies based on data.

Skills

Analytical skills

Problem-solving

Business acumen

Presentation skills

Tools

SQL

Job description

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:

• 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!