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Gojek Senior Manager Onboarding Experience
1 week ago
The Merchant Onboarding Experience Senior Manager plays a pivotal role in driving positive merchant experience throughout the onboarding process to our platform. This involves close collaboration with the SMB Region & Enterprise sales team to obtain feedback as the merchants' guardians, and with the product team who builds products & features based on inputs. The Merchant Care Unit and Sales Excellence teams will be companions during this journey.
Key Responsibilities- Create a delightful experience for merchants when onboarding their restaurant or new outlet through the merchant app (GoBiz) and when dealing with Gojek to resolve onboarding issues; surpassing merchants' experiences in competitors' platforms.
- E nsure that the requirements for getting merchants onboarded to GoFood are as simple as possible while complying with relevant government and legal regulations.
- E nsure that the process for getting onboarded in the app is easily understood and easy to navigate, making merchants' restaurants show in GoFood as soon as possible.
- Initiate and lead efforts to fix issues and build/improve processes & products required to improve merchants' satisfaction with the onboarding process; improve merchants' conversion rate to be onboarded and overall merchant onboarding time.
- Manage feature/product implementation and rollouts.
- Provide insights to product & marketing teams on merchants' issues/sentiment regarding their experiences with the onboarding process.
- Collaborate cross-functionally with product, marketing, sales, and other stakeholders to align strategies derived from data-driven analysis and execute plans effectively.
- Supply regular and ad-hoc impact reports and analyses to leadership teams.
