Get to know our Team:
Our team is made up of like-minded millennials who believes in building a consumer platform that focuses on the most important everyday services - transport.
Get to know the Role:
Responsible for close communication and relationship management on our Grab Car drivers
to improve productivity, advocacy, and loyalty for Grab.
The day-to-day activities:
- Focus on driver-partner loyalty & engagement strategy & execution
- Assist management to plan and execute initiatives to increase Partner retention and engagement which shall include:
- Develop and manage programs to increase Partner loyalty. These programs may be in the form of cross-team projects, which requires project management skills.
- Educate and communicate programs to increase Partner quality and productivity.
- Plan and execute relationship building events and activities.
- Plan and execute data-driven retention campaigns in collaboration with the driver insights team.
- Execute & manage clear driver-partner communications across all owned channels (e.g. web page, social media)
- Analyse engagement/churn level of partners, identify, and execute strategies for improvement
- Engage partners whenever necessary via calls or face-to-face interaction (e.g. follow-up from feedback, tip-off from social media, etc.)
The must haves:
- At least 2 - 4 years’ working experience in loyalty/customer experience
- Excellent written and oral communication, presentation and interpersonal skills.
- Experience in project management, preferably with multiple parties (e.g. cross-teams, external teams, etc.)
- Fluent written and oral English is required.
- Conversational Mandarin / Chinese dialect skills required.
- Process-oriented background, with high attention to detail
- A start-up attitude – willing to work hard to get things done
- Being "on the ground" – willing to directly engage Partners to build relationships and understand their feedback
- Strong in relationship building and able to relate to people at all levels. Maturity to handle a wide range of customers.
- Demonstrate integrity and professionalism, with a customer-centric and data-driven decision-making mindset
- Proficient in Microsoft Office
- Possess a diploma and/or university degree in preferably marketing or business disciplines
