Head of Consumer Management

Get to know our Team

The Singapore Operations team oversees, shapes and grows the business in Grab Singapore. We contribute towards Grab's vision of being Southeast Asia's superapp by providing everyday services that matter most to consumers in Singapore. We develop and execute business strategies that help us achieve our vision in serving our community.

As part of the Singapore operations team, the Consumer Growth team (part of the larger Transport team) defines Grab’s plans by being the voice of our consumer within the organization.

Get to know the Role:

Be part of the exciting consumer growth team where you’ll get to define Grab’s plans by being the voice of our consumer within the organization. You will work on consumer profiling and segmentation studies. You will redefine the future of our customer journey and life-cycle of our consumer based on Grab’s direction as South East Asia’s SuperApp.

As the champion for our consumer - you will need intense curiosity on consumer behaviours and habits, and have a genuine interest about why people behave the way the do. It will be your responsibility to own the results of consumer NPS.

The day-to-day activities:

• Drive Insight to Action

  • Work with various cross-functional departments to achieve business goals and improve consumer NPS

  • Advise business stakeholders on how to improve existing services and/or introduce new services to satisfy market gaps

  • Design consumer loyalty/retention frameworks and activities

  • Work with Marketing and PR teams to shape external communications and marketing activities

• Market Research and Analysis

  • Design and conduct regular market research to identify current and future trends

  • Identify and clearly define business issues and opportunities from the consumer lens

  • Derive meaningful consumer insights from data modeling and market analysis

  • Deep-dive into the passenger mindset to identify gaps and understand needs

  • Facilitate focus group discussions

  • Identify primary and secondary use cases based on research

• People Management and Team Development

  • Lead and grow our consumer research and customer strategy team

  • Coach, Manage and Develop team to drive sustained high performance and people engagement.

The must haves:

• At least 7 years in customer experience and market research
• At least 3 years managing teams
• A strong passion and curiosity for consumer behaviour
• Ability to drive insights to action
• Professional fluency in written and spoken English
• Process-oriented background, with high attention to detail
• A start-up attitude – resourceful, willing to work hard to get things done
• Proficient in Microsoft Office
• Possess a diploma and/or university degree in preferably marketing or business
• Strong in relationship building and able to relate to people at all levels. Maturity to handle a wide range of customers and internal stakeholders
• Able to work on multiple assignments with tight deadlines
• Be able to deliver agreed KPI's in a results driven environment
• Demonstrate integrity and professionalism, with a focus on customer centricity and data driven decision making mindset