Gojek sedang merekrut seorang
Head of Merchant Experience Strategy & Go-to-Market
Loker ini dibuat lebih dari 2 bulan yang lalu
About the Role
Fasten your helmet and climb on board if you’re ready to be our Head of Merchant Experience Strategy & Go-to-Market. In this role, you will be the champion & guardian of Gojek merchants’ experience when it comes to their interaction with our ecosystem, be it through our GoBiz App & GoBiz Dashboard or at other merchants’ interaction points. You will also be the flag bearer of merchants’ insights to internal product teams, and hence are expected to be obsessed about getting deeper discovery of the merchants’ needs & wants and be the thought leader to the internal community.
Equipped with your deep knowledge of merchants insights, you will have to envision the business direction of our GoBiz App, GoBiz Dashboard and other merchant interaction points, and translate the vision into actionable steps, together with the Product & Engineering team. With the Product & Engineering team as your partners, ultimately, you will be expected to deliver & roll-out products that elevate our merchants’ experience, enabling them to grow their business faster and to operate more efficiently.
What You Will Do
- Formulate Business direction, strategy and roadmap for Merchant Experience & our key merchants’ touch points: GoBiz App and GoBiz Dashboard; translate them into actionable steps and get buy-in & alignment from necessary stakeholders.
- Build and establish expertise on anything merchants’ insights & experience, so Merchant Experience team becomes the go-to team for internal stakeholders on the subject
- Be obsessed in harnessing data to derive insights on merchant experience and translate them into actionable improvement steps
- Be the business partner for the Product and Engineering team to translate the business roadmap to reliable, secure, impactful and scalable products for the merchants
- Establish and lead the implementation of the product roll-out, adoption and retention strategy
- Be the evangelist in putting merchants’ experience first when identifying root cause of problems and recommending the corresponding solutions
- Collaborate with different product teams (GoFood, GoPay, GoMart, Midtrans, MOKA, etc.) and functional teams (Research, Design, Marketing, Sales, etc.) in driving merchants’ experience agenda
What You Will Need
- At least 8 years of experience in a strategic planning, project management, product marketing or customer experience role, preferably working in fast-paced environment or tech company
- A user-centric attitude with strong data-driven mindset
- Fluency in English is a must in order to communicate with various partners and stakeholders of all levels, as well as our international teams
- Strong quantitative and qualitative interpretation skill; to be able to see deeper from verbatim -- look at what’s actually matter to the merchant-partners. Background in research is a plus.
- A driven, agile, independent, determined work ethic; ability to take initiative without having to be told to do
- Strong project management and stakeholder management skills in order to ensures there’s a proper plan for executing on strategic goals and to set up expectation to ensure the project’s progress is tracked properly
About the Team
Our Merchant Platform team is a big family of around 60 people based across Jakarta, Yogyakarta, and India. Together with the Engineering and Product teams, the gist of our role is to create an ecosystem of solutions to support our merchant-partners on the Gojek platform better manage and grow their business, while enabling both internal and external product stakeholders to develop merchant-based solutions in a sustainable manner.
Our merchant-partners are one of the core stakeholders in our Gojek ecosystem; they’re involved in various offerings such as food delivery, offline payment acceptance, POS, financial services, deals, and promotions. As the Merchant Platform team, we work closely with our merchant-partners to understand their daily needs and concerns, and relay these insights to our internal product stakeholders to build platforms and interfaces on our mobile apps that ensure our merchant-partners’ success on the Gojek platform. Should you have a question about how to run processes in the development of merchant-partner products, we are your people! Currently, our team has been specifically hard at work tackling issues within the engineering arena to enhance the experience our merchant-partners have utilizing our platform and services. We aim to establish Gojek as the most trusted partner for all our merchant-partners.
We’re a tight-knit, high-functioning team who genuinely love what we do, as we can see the results of our efforts play out in our merchant-partners’ everyday lives. When we aren’t working, you’d probably find us with our nose in books, or our eyes glued to the TV screen watching the latest Korean dramas. We also prioritize self-care and wellness, equally concerned with each others’ personal and professional developments.
About Gojek
Gojek is a Super App. It is one app for ordering food, commuting, digital payments, shopping, hyper-local delivery, and a dozen other products. We are Indonesia’s first decacorn. We are 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 2018, Gojek processed more than $9 billion in annualized gross transaction value across all markets where it operates - in Singapore, Vietnam, and Indonesia. We have the largest food delivery product in Asia (outside of China) and is the largest payments wallet in Southeast Asia.
Gojek contributed IDR 249 T to the Indonesian economy (equivalent to 2% of Indonesia's GDP in 2020). As of Q1 2021, the Gojek App witnessed over 190mn downloads by customers. The platform has over 2mn Driver Partners & ~900000 Merchant Partners across SEA.
About GoTo Financial
GoTo Financial brings secure, reliable, and user-friendly financial solutions to over 55 million monthly active users, more than 14 million merchants, and over 2.5 million driver-partners eager to benefit from the digital economy in the GoTo ecosystem.
GoTo Financial’s consumer services include GoPay, GoPayLater, and other financial services. We also serve businesses of all sizes through leading payment gateway Midtrans, Indonesia’s largest cloud POS network Moka and GoKasir. We also have the all-in-one merchant solution GoBiz, GoBiz Plus, GoStore, and Selly - available in Indonesia and Southeast Asia.
Gojek and GoTo Financial are committed to building a diverse and inclusive workplace and are equal opportunity employers. We do not discriminate on the basis of race, religion, national origin, gender, gender identity, sexual orientation, disability, age, education status, or any other legally protected status.
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