Associate, Merchant Experience - Special Project

Get to know the Team

The Merchant Experience team is dedicated to ensuring that our partners are operating up to their potential on Grab and doing whatever interventions are necessary to give them a great experience on our platform in line with Grab’s mission to be Southeast Asia's super app. We strategically innovate to serve our community better, fostering mutually beneficial collaborations that enhance business offerings and impact customers' lives.

Get to know your Roles

You will play a crucial role in elevating the Merchant Experience team by aligning partner needs with platform providers, gathering key data, prioritizing challenges and optimizing resources to boost the Account Management team and enhance partner performance analysis. Additionally, you'll develop efficient workflows with standard operating procedures (SOPs) and work closely with cross-functional and regional teams to ensure initiative support and discover top-tier solutions for operational excellence in merchant operations.

The day-to-day activities

• You will be leading our Merchant operation projects with the aim of enhancing merchant performance operations in coordination with both internal and external teams.
• Analyze merchant performance by querying data using SQL to identify areas for improvement.
• Gather essential data to enhance merchant operations and support Key Account Management (KAMs) communication, facilitated by the effective use of internal resources to maintain Merchant operational excellence.
• Establish centralized working procedures and Standard Operating Procedures (SOPs) to improve the work process of Key Account Managers (KAMs).
• Assess merchant satisfaction scores and manage the merchant lifecycle to improve relationships and ensure business continuity.

Requirements

• A Bachelor's degree in Business Administration or a related field.
• 1-2 years of experience in Data Analysis or Strategy Association is preferred.
• Proficient in Microsoft Office (Excel, Word, PowerPoint) and SQL.
• Knowledge of the food industry, supply chain or vendor management is advantageous.
• Experience in merchant account management can lead to a better understanding of this role.
• Proficiency in English, both spoken and written.
• Ability to work within deadlines and ensure projects are timely and productive.
• Ability to clearly communicate issues and ideas to stakeholders.
• Effective problem-solving skills and conflict resolution.
• Independently motivated individual with strong team-working skills.
• Ability to maintain energy and calmness in a fast-paced environment.