Customer Growth Strategy, Gofood

2 weeks ago

Jakarta, Indonesia GO-JEK Full time

**About the Role**

Climb on board to join one of the hottest and fastest-growing industries in Indonesia as our Customer Growth Strategy Manager. In this role, you’ll take the wheel in designing the growth strategy & roadmap for GoFood - Indonesia’s leading food delivery service. With a specific focus on customer lifecycle management, you’ll scout out new market opportunities, map out go-to-market strategies, and track key customer metrics. You’ll get your hands dirty by designing, piloting, and scaling up the initiatives on the ground, ensuring a pragmatic approach that generates the highest impact. The cherry on top: you’ll be right at the epicenter of an industry that’s expected to grow at a double-digit rate in the next five years, having a direct impact on the trajectory of our beloved GoFood.

**What You Will Do**:

- Lead GoFood’s **customer growth initiatives, strategies, and implementation**, with primary focus on customer lifecycle management - creating customer pathway from the moment user joins to maturity
- Work closely with the Research and Intelligence team to conduct deeper data analysis and prioritization
- Collaborate with Region, Consumer Platform, Marketing, and Transport teams in the development and implementation of initiatives and strategies
- Prepare routine reports of key customer metrics analysis as a basis of rationale and recommendations to upper management, including CxOs of Gojek and GoTo Group
- Conduct competitive benchmarking and analysis with local and international counterparts

**What You Will Need**:

- At least 4 years of experience in a strategy or project management role at a tech or consulting company
- Strong critical thinking, coordination, and stakeholder management skills to drive analysis and cross-collaborations independently
- High level of precision and attention to detail to produce accurate sources of truth for management’s decision making
- Understanding SQL is mandatory to bring insights into end-to-end customer lifecycle & performance analysis. Also, strong proficiency in Microsoft Excel and PowerPoint would be a good plus

**About the Team**

Our GoFood team consists of 100+ zealous folks from various disciplines. As thosai is to the people of India, we are to Gojek: providing the nourishment to sustain our business from the inside out. Our main responsibility is to cater customers with the best selection of food at the most affordable prices.

Our GoFood Growth & Monetisation sub-pod is based in Jakarta and plays a crucial role in scaling one of the fastest growing products in our Gojek ecosystem. On a day to day basis, we manage one of the largest budgets in the company, designing creative and impactful campaigns to ensure strong return on investment. Thus, our main responsibility is to constantly ensure GoFood maintains its position as a market leader in a sustainable manner. How does one achieve this, you may ask? By becoming strategic, data-driven, yet pragmatic in everything that we do.

For instance, we always prioritize initiatives based on the overall impact and effort required before scaling up. This ensures that we constantly generate a large impact while maintaining a steady work-life balance. One of the initiatives we’re working on right now is growing our customer base sustainably, ensuring long-term impact and not merely short-term gain. Some of the questions we think about in this regard include: What makes our customers “stick” to us? Which merchant partners are gaining the most and least traction, and why? How can we improve our growth in Tier 3 cities? How effective have our last three campaigns been in terms of efficiency and customer delight?

With WFH becoming more normalized, we've been sharing our favorite ways to stay sane at home. Along with a common drive to use technology to better our community, given the nature of our department, our team bonds over our shared love for good food, easy home-cooking recipes, and the best spots to eat in town. We’re the literal embodiment of Foodies (who can blame us when we work for one of the largest food delivery platforms in Asia). We love our pizzas with a passion - spicy meat explosions, gourmet wood-fire, to ones covered with pineapples (you read that right) - we’ll take it. We’ve also been enjoying our virtual team game nights (Mafia, Codenames and Among Us are team favorites).

**About Us**

Gojek is a Super App. It’s one app for ordering food, commuting, digital payments, shopping, hyper-local delivery, and dozen other products. It is Indonesia’s first and only decacorn. It's also the only Southeast Asian startup to be part of Fortune's list of 'Companies That Changed The World.'

**Our Mission**: To create and scale positive socio-economic impact for our customers, driver-partners, business and MSMEs.

As of 2021, Gojek processed more than $9 billion annualised gross transaction value across all markets where it operates - in Singapore, Thailand, Vi

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