GrabFood Customer Success Project Lead/ Assistant Manager

Get to know the Role:

Are you passionate about improving customer experience? Do you like to deep dive to understand problems and work with different teams to implement solutions that drive impact to thousands and millions of GrabFood users?

In this role with the Regional GrabFood Customer Success Team, you will be focusing on delivering programs that will improve the customer experience and NPS of our users through actioning on customer feedback.

The day-to-day activities:

• You will execute the Voice of Customer strategy for GrabFood, specifically capture and take action on customer feedback through different sources of insights.

• You will map, interpret and present VoC data for incorporation into the operations and product roadmap. You will employ data mining and large scale sentiment analysis tools to convey customer pain points. You will synthesize customer needs statements that will be used to improve different parts of the customer journey.

• You will drive change to improve our NPS and Customer Satisfaction metrics and be responsible for planning, leading and executing programs and projects to achieve high NPS

• You will also track and report effectiveness and optimise to ensure targets are achieved

• You are able to work with and manage relationships with diverse stakeholders, from in-country and regional stakeholders including Regional Insights, Sales, Marketing, Operations, and Product teams, to ensure that insights are actionable

The must haves:

• Bachelor (and/or) degree and fluent in English and preferably one more Southeast Asian language

• Minimum of 3-5 years experience with start-up/tech, operations, e-commerce, marketing or management consulting background

• You are highly empathetic and analytical at the same time. You possess strong problem solving skills and use a data approach to solving problems.

• Applicants must demonstrate exemplary project and operations management skills, as well as an ability to combine big picture thinking with understanding details

• Strong relationship building and influencing skills.

• Familiar with customer research and methods to quantify, assess and improve customer experience, good knowledge of customer research methodologies

• Strong communication skills, able to convey insights clearly to different stakeholders

• Entrepreneurial & resourceful – able to put on different hats; goal is to achieve targets with a “can-do” attitude

• Proficiency in Excel and analysing large data sets, SQL is a huge plus

• Flexibility and willingness to travel across the Southeast Asia region