Merchant Operations Manager

Get to know the role:

Oversee the entire operations within merchant acquisition, content management and merchant management team meet agreed policies/procedures, SLA and targets

The day-to-day activities:

• Cascading down targets and activities plan for merchant acquisition, merchant management, content management and photo editor

• Oversee the overall operation within merchant acquisition, management/relation, content management and photo editor

• Responsible as the first person in contact to receive and handle enquiries, complaints and questions from merchants, and provide merchant management assistance when needed/necessary

• Responsible for the target achievement of new restaurants acquired

• Act as communicator between merchants and management for merchants promo program, merchant commission scheme, new product/feature feature, etc

• Conduct training / socialization for new & existing merchants related to merchant registration and content update request

• Lead content management & photo editor team in uploading, updating and maintaining merchant contents according to policies & procedure

• Constantly monitor and ensure the content registration & update process achieve targets with excellent quality standard

• Identify bottlenecks and potential issues related to merchant operation and content management process, and propose solutions to management

• Liaise with merchant acquisition sales team for handling new merchants’ contents creation

• Collaborate on business improvement projects to create value for both merchants and Grab

• Provide weekly insights on merchants’ content management performance

The must haves:

• Bachelor’s Degree or higher in any field (preferably in business, management or marketing field). 3-5 years of experience in operations /sales/ content management/ leads generation/ business development role is preferred

• Excellent communication skills in both written and spoken English

• Microsoft Office skills are required (MS. Excel, MS. Word and MS. Powerpoint)

• A team player but also able to work independently

• Ability to build good relationships with merchants and match merchant needs and organization resources to grow Grab's business

• Energetic, enthusiastic and calm even in very dynamic and fast pace working condition

• Excellent time management and communication skills with excellent leadership skills