Account Operations Manager

Get to know our Team:

As a member of Grab, not only will you bring your skillsets to drive your team forward, but you will also develop your untapped potential and be inspired by some of the most amazing minds in the industry. Our team consists of both young and experienced individuals who are tenacious, motivated and energized by the fact that we exist to make a change - have a societal impact in Southeast Asia.

Grab for Business is the B2B team within Grab that helps to simplify business transportation and related services for companies across Southeast Asia. We actively engage with a wide network of companies across the region and want to ensure that client success is paramount in our organisation. To this end, we are looking for a strong Head - Country Ops, Vietnam in our Grab for Business Vietnam team to operationally anchor and grow an expanding business.

To perform this role well candidate needs to have strong communication skills, attention to detail, a background in data analysis, the ability to create and follow processes, and a track record of exceeding expectations.

The day-to-day activities:

Sales Ops | Sales Finance | CRM | GrabGifts

• Sales Ops: Work with the regional GfB Sales Ops team to formalise and implement SOPs | Best practices

• Sales Ops: Ownership of country sales & client success Data - Tracking | Reporting | Updating (Total Rides / GMV / Revenue / CPR / PPR). Data Analysis and insights (by company / team member / vertical) - Total Rides / GMV / Revenue / CPR / PPR to help drive business decisions.

• Sales Finance: Work with the regional GfB Sales Ops team and Country Grab teams to fix (and track) quarterly marketing budgets (by city / vertical / use case) based on target projection and country metrics

• Sales Finance: Work with GfB VN teams and VN FP&A to ensure all ePR marketing spend is accurately tracked / reported in the right Group / Sub-Groups. Work with country finance teams and GfB Country Head on the GfB VN P&L management.

• CRM: Become the CRM champion for the GfB VN team and train all teams. Conduct pipeline analysis, extract insights and report to Country Head to increase go-to-market efficiency

• CRM: Ensure GfB VN sales & account management teams maintain data integrity on CRM | Implement SOPs | Account Planning and track up-sell & cross-sell opportunities

• Promo Codes: Ensure all regional SOPs in promo approval, generation and database tracking are adhered to by country sales ops teams. Track promo code usage to analyse efficacy of promo marketing campaigns.

• GrabGifts: Country support for generation / tracking / updating of all GrabGifts related promo codes & purchase amount

Account Ops | Billing Ops

• Anchor the Accounts Ops for the GfB VN team (account setup, troubleshooting, account admin, dedicated CE, hotline etc.)

• Proactively support the GfB VN teams for all new & existing customer Billing Admin work (SOPs | Setup | Troubleshooting | Change in PIC & details)

• Ensure a consistent and streamlined Billing Ops process for all prepaid and postpaid clients (Invoicing | Deposit | Top-up | Collections)

• Own the internal and external GfB VN relationships on all stakeholders dealing with Account Ops and Billing Ops (Country Finance / FP&A, financial services firms etc.)

Team Management

• Effectively manage, motivate and lead a team that will cover the roles of Data Analyst, Account Ops & Admin, Customer Experience and Billing Ops & Admin for the GfB VN market.

The must haves:

• Education: Bachelor’s Degree (minimum)

• Work Experience: Minimum of 8-12 years of operations experience, sales ops or account ops within a fast-paced and competitive B2B, enterprise or corporate environment. Proven track record in building and driving SOPs and best practices . High level ability to deal with complex data analysis, extract insights and increase the operational efficiency of the business.

• Strong interpersonal skills with an ability to effectively network with all internal and external stakeholders.

• Communication: Strong and effective communicator with good presentation and speaking skills who can verbally and visually articulate their point of view clearly and succinctly.

• Ambitious, self-driven and highly motivated individual who can work well in a startup VUCA (Volatile, Uncertain, Complex, Ambiguous) environment. Should have demonstrated integrity and respect in the performance of their duties.

• Proficiency in customer experience tools (CRM tools, reporting dashboards)

• Comfortable with data analysis (MS Office, Google Docs / Sheets / Slides)

• Team Management: People management skills with the ability to visualise the impact of their team’s jobs on the business. Needs to be a motivating and coaching presence to the team.