Description
Grab is Southeast Asia's leading superapp, offering various services such as food delivery, financial management, and ride-hailing.
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.
Responsibilities
- 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.
- 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.
- 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.
- 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.
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.
- A strong merchant or customer experience mindset.
- Comfortable working with ambiguity, managing multiple priorities, and adapting as business needs evolve.
Benefits
- Term Life Insurance and comprehensive Medical Insurance.
- GrabFlex, a benefits package that suits your needs and aspirations.
- Parental and Birthday leave.
- Love-all-Serve-all (LASA) volunteering leave.
- Confidential Grabber Assistance Programme.
- FlexWork arrangements such as differentiated hours.