Chief Merchant Experience Officer

6 days ago


Jakarta, Jakarta, Indonesia PT Aplikasi Karya Anak Bangsa (GO-JEK Indonesia) Full time

About PT Aplikasi Karya Anak Bangsa (GO-JEK Indonesia)

We are a leading digital ecosystem in Indonesia, empowering progress by offering technological infrastructure and solutions for everyone to access and thrive in the digital economy.

Our Mission

To create impact at scale, we resolve consumer problems and raise standards of living by connecting consumers to the best providers of goods and services in the market.

The Role

As the Chief Merchant Experience Officer, you will play a pivotal role in driving positive merchant experience in the onboarding process. You will collaborate closely with the SMB Region & Enterprise sales team to get their feedback as the merchants' guardians, and with the product team who will build products & features based on your inputs.

Your Responsibilities

  1. Create a delightful experience for merchants when onboarding their restaurant or their new outlet through the merchant app (GoBiz) and when dealing with Gojek to resolve their onboarding issues; surpassing merchants' experiences when doing the same in competitors' platforms
  2. Ensure that the requirement to get merchants to be onboarded to GoFood are as simple as possible while complying with any relevant government and legal regulations
  3. Initiate and lead effort to fix issues and build/improve process & product required to improve merchants' satisfaction to the onboarding process; improve merchants' conversion rate to be onboarded and improve overall merchant onboarding time
  4. Manage feature/product implementation and rollouts
  5. Give insights to product & marketing team on merchants' issues/sentiment on their experiences with the onboarding process
  6. Collaborate cross-functionally with product, marketing, sales, and other stakeholders to align strategies derived from data-driven analysis and execute plans effectively
  7. Provide regular and ad-hoc impact reports and analyses to leadership team

Your Requirements

  • 6+ years of experience in strategy, project management, or consulting, with strong analytical, business acumen and problem-solving skills
  • Strong analytical skills to develop frameworks and set priorities
  • SQL skills preferred but not required
  • Strong business sense and ability to articulate complex analysis results to a wide range of audiences and translate the results to actionable business insights
  • Have good presentation skills - esp. the ability to present during problem solving session with other stakeholders (working-level or leadership)
  • Solid track record of stakeholder management


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