Get to know the Role:
- Customer Obsession: The SEA food delivery market is one of the fastest growing and rapidly evolving landscapes, globally. Customers have a number of platforms available and it is critical for us to become the preferred choice by supporting their ever-evolving needs. As the Country Project Manager, you will be responsible for implementing a wide variety of solutions and local/ regional strategic bets designed to improve the user experience for Consumers, Delivery Partners as well as Merchants
- Voice of Customer: The Customer Success team is focused on driving high impact projects that create step changes in the Consumer’s user experience in ordering food. We do this by (1) generating insights about the customer journey and uncovering areas for improvement (2) disseminating this information to various, relevant internal stakeholders (3) work closely to develop solutions to problem areas and (4) project manage these initiatives and regionalise those that provide high impact. As part of the Customer Success team, you will contribute to this process
- Voice of Operations: As the Country Project Manager you will understand the local business dynamics and local Operations pain points and and communicate them to the regional Customer Success team, championing the needs of your country against diverse and possibly conflicting needs of other countries and stakeholders. You will also join the local leadership team and help communicate progress and initiatives from the Customer Success team to them.
- Regional Scope: Though you will be primarily supporting your country, you will be expected to serve as the regional expert in one aspect of Customer Success and advise other Country PMs as well as the regional teams. In this connection you can expect to spend 10% of your time traveling to Singapore and possibly other locations from time to time.
The day-to-day activities:
- Analytics: Working independently and with our product and analytics teams, you will help develop, update and analyse project impacts, also comparing actual impact post-rollout to estimates
- Educate: You will be the champion of the customer by developing a feedback loop framework to with key internal stakeholders in order to highlight the current pain points or gaps in our customer experience
- Roadmaps: Influence and project manage internal team roadmaps to ensure that projects that move the needle on customer experience are executed successfully and on time
- Stakeholder management: Ensure strong collaboration and communication across various teams in the country and serve as a primary point of contact for Customer Success-related questions
The must haves:
- Bachelors or higher degree
- Experience in a project management role in fast-moving, high-growth companies
- Experience in an operations, product or customer-facing role
- Strong communication and stakeholder management skills
- Strong analytical skills and creative problem solving skills
- Strong business acumen, customer focused, team and results-oriented
Get to know Grab:
Grab is more than just the leading ride-hailing and mobile payments platform in Southeast Asia. We use data and technology to improve everything from transportation to payments and financial services across a region of more than 620 million people. We work with governments, drivers, passengers, merchants, and the community, to solve critical problems in Southeast Asia.
Grab began as a taxi-hailing app in 2012, but we have since extended our product platform to include GrabCar, GrabShare, GrabBike, GrabHitch, GrabExpress, GrabFood, GrabCoach, GrabShuttle, GrabCycle. We recently launched our fintech platform – GrabFinancial, which consists of payments, lending and insurance. Our latest addition is GrabVentures, an in-house incubation platform. We are focused on pioneering new commuting and payment alternatives for drivers and passengers with an emphasis on convenience, safety, and reliability. Currently, we offer services in 8 countries. Our R&D offices are in Singapore, Seattle, Beijing, Bangalore, Jakarta and Vietnam. We aspire to unlock the true potential of Southeast Asia and look for like-minded individuals to join us on this ride.
