Associate, Merchant Enablement

Grab; Singapore; On-site; SGD 55,000 - 90,000; Full time

Benefits offered by this job

Term Life Insurance

Medical Insurance

GrabFlex benefits

Parental & Birthday Leave

LASA volunteering leave

Assistance Programme

Flexible work hours

Job summary

Grab is seeking an Associate, Merchant Enablement to improve merchant post-onboarding experience and lifecycle on the platform. You will diagnose recurring pain points and design scalable education and self-service resources to help merchants become more confident and successful.

You will work with GrabSupport, Product and Operations to implement insights, optimize adoption, and scale programs through automation and partnerships.

Qualifications

• Bachelor's degree in a relevant discipline.
• Minimum 3 years of experience in operations, project/program management, or a similar role.
• Ability to diagnose ambiguous problems and develop practical solutions.
• Ability to manage projects end-to-end, from problem identification and solution design through execution and impact measurement.
• Strong stakeholder management and collaboration skills across cross-functional teams.
• Strong merchant or customer experience mindset.

Responsibilities

• Identify gaps in the post-onboarding and early merchant journey and design scalable incubation, training, and enablement programmes.
• Analyse merchant feedback and support trends to identify recurring pain points and drive improvements.
• Support merchant-facing product launches and ensure effective adoption and readiness.
• Define and track merchant experience metrics and use insights to prioritise improvements.
• Scale repeatable activities using automation, vendors, and outsourced operations.

Skills

Bachelor's degree

3+ years experience

Diagnostics & problem solving

End-to-end project management

Stakeholder management

Customer/merchant experience

Ambiguity tolerance

Education

Bachelor's degree in a relevant discipline

Job description

Get to Know the Team

The Singapore Operations team oversees, shapes, and grows Grab's business in Singapore. We develop strategies and operational capabilities that create meaningful value for our consumers, merchant-partners, and driver-partners.

Within Singapore Operations, the Merchant Operations team represents the voice of our merchant-partners. We identify opportunities to improve their experience, remove operational friction, and build scalable solutions that help merchants succeed on Grab while supporting sustainable business growth. We work with teams across Business, Commercial, Product, Marketing, centralised operations teams to improve merchant journeys, strengthen operational excellence, and translate local insights into meaningful platform improvements.

Get to Know the Role

The Associate, Merchant Enablement is responsible for improving the experience of merchants after they are onboarded to Grab, with a particular focus on their early-life and ongoing lifecycle journey. Rather than providing day-to-day merchant support directly, you will identify recurring merchant pain points, diagnose root causes, and design scalable solutions that help merchants become more confident, self-sufficient, and successful on the platform. These solutions may include merchant incubation and education programmes, training initiatives, self-service resources, merchant communications, support journey improvements, product adoption initiatives, and targeted engagement programmes.

The Critical Tasks You Will Perform

Merchant Journey & Enablement

Identify gaps in the post-onboarding and early merchant journey that affect merchant readiness and operational success. Design and execute incubation, training, education, and enablement programmes. Develop scalable resources that help merchants understand and effectively use Grab's platform.

Merchant Experience & Support

Analyse merchant feedback, support trends, and operational data to identify recurring pain points and root causes. Improve how merchants access support and self-service solutions in partnership with GrabSupport, Product, and Operations teams. Translate recurring merchant issues into product, process, content, or programme improvements.

Product Adoption & Business Enablement

Support merchant-facing product launches and business initiatives, ensuring merchant readiness and effective adoption. Bring merchant needs and operational considerations into product and go-to-market planning. Develop targeted interventions to increase adoption of relevant Grab tools, features, and programmes.

Scale & Continuous Improvement

Define and track relevant merchant experience, adoption, and operational metrics to measure impact. Use performance insights to refine programmes and prioritise further improvements. Leverage automation, product enhancements, vendors, and outsourced operations to scale repeatable activities efficiently.

What Essential Skills You Will Need

Bachelor's degree in a relevant discipline. Minimum 3 years of experience in operations, project/program management, or a similar role. Ability to diagnose ambiguous problems and develop practical solutions. Ability to manage projects end-to-end, from problem identification and solution design through execution and impact measurement. Strong stakeholder management and collaboration skills across cross-functional teams. A strong merchant or customer experience mindset. Comfortable working with ambiguity, managing multiple priorities, and adapting as business needs evolve.

Life at Grab

• We have your back with Term Life Insurance and comprehensive Medical Insurance.
• With GrabFlex, create a benefits package that suits your needs and aspirations.
• Celebrate moments that matter in life with loved ones through Parental and Birthday leave , and give back to your communities through Love-all-Serve-all (LASA) volunteering leave
• We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges.
• Balancing personal commitments and life's demands are made easier with our FlexWork arrangements such as differentiated hours

What We Stand For at Grab

We are committed to building an inclusive and equitable workplace that enables diverse Grabbers to grow and perform at their best. As an equal opportunity employer, we consider all candidates fairly and equally regardless of nationality, ethnicity, religion, age, gender identity, sexual orientation, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.