Merchant Operations Lead

Life at  Grab

At Grab, every Grabber is guided by The Grab Way, which spells out our mission, how we believe we can achieve it, and our operating principles - the 4Hs: Heart, Hunger, Honour and Humility. These principles guide and help us make decisions as we work to create economic empowerment for the people of Southeast Asia.

Get to know the Team

This role sits within the Merchant Operational team in GrabFood Kalimantan. It is an established team responsible for leading crucial projects and initiatives that impact the lives of our partners in Kalimantan. Our team is made up of different functions focusing on Merchants and Engagement. If you are looking for an opportunity to work with some of the brightest minds in this industry and make an impact on society, then you should join our team!

Get to know the Role

Part of the core GrabFood Kalimantan & ROI (Rest of Indonesia) Team. Support the City General Manager and Merchant Operations team to improve the Grab merchant experience from identifying merchants' pain points, developing training materials and initiatives to improve merchant activation and engagement online and offline.

The Day-to-Day Activities

• Lead Merchant Operations team to provide world-class experience for merchants.
• Build an excellent process and workflow to improve merchant engagement and experience.
• Manage and ensure smooth running merchant community operations.
• Work closely with various stakeholders to assist in SMB merchant incubation and support.
• Overall project management and reporting.
• Educate and train Grab merchant-partners about the latest product features through clear and engaging communication plans and webinars.
• Lead the team in organizing offline events, gatherings, and city-focused initiatives.

The Must-Haves

• Bachelor's degree.
• Ability to communicate in written and spoken English.
• Self-driven individual - being proactive to ideate and initiate strategic projects in alignment to high-level direction.
• Strong organizational skills - ability to plan and execute complex tasks in a structured manner.
• Good people management skills - loves working and collaborating with teams.
• Good communication and public speaking skills to interact with internal and external stakeholders. 
• Data driven - ability to process and translate data to insights that will be used to address merchant pain points and improve the overall merchant experience.
• Advanced proficiency in Ms Office, particularly with Excel and Powerpoint
• Placement in Balikpapan and flexibility to travel around cities in Kalimantan

Our Commitment

We recognize that with these individual attributes come different workplace challenges, and we will work with Grabbers to address them in our journey towards creating inclusion at Grab for all Grabbers.