Get to Know the Team
The Self-Serve Business Strategy & Planning Team is dedicated to one core mission: empowering merchants and businesses to unlock growth through our suite of self-serve solutions. We focus on driving merchant success through increased sales and operational efficiency—whether that is by boosting store visibility and conversion through Ads and Spotlight campaigns, or streamlining B2B transactions with our GrabforBusiness offerings.
We are looking for a dedicated specialist to join our journey in creating lasting value for our users, drivers, merchants, and advertising partners. Join us in creating impact that make everyday lives better across Southeast Asia.
Get to Know the Role
You will be the operational backbone of the Channel Ops Strategy & Design (COSD) team, specifically tasked with the scaling and optimization of several regional sales channels targeting unmanaged merchants. You will bridge the gap between regional strategy and country-level execution, ensuring that our "higher-touch" service models are data-driven, measurable, and integrated into the broader Grab ecosystem.
You will report to the COSD Self-Serve Strategy & Planning Lead and be based in Petaling Jaya, working onsite.
The Critical Tasks You Will Perform
Program Coordination, Scaling & Optimization
- Regional Coordination: You will lead several regional merchant engagement and sales programs, coordinating across Grab markets to ensure scaling aligns with regional best practices and needs.
- Optimization Initiative Ownership: You will lead regional projects with defined milestones and success metrics to ensure delivery with impact.
- Data-Driven Optimization: You will use our internal data to identify where we should grow next. By looking at how our users behave, you'll simplify our expansion processes and make sure our team is spending time on the projects that moves the needle most.
- Integrated Sales Ecosystem: You will connect merchant touchpoints to create a seamless experience, making sure every sales channel works together to increase merchant adoption.
- Strategic Planning Support: You will engage with regional and country leadership to provide data-backed inputs for program design, budget proposals, and headcount requirements.
Performance Analytics & Impact Measurement
- Insights and Dashboards: You will partner with multiple regional sales support teams to ensure sales agents are equipped with the right knowledge base and productivity tools (e.g., CRM enhancements, Voice AI).
- Impact Measurement Refinement: You will support in refining Return on investment calculations and other success metrics to capture the true impact of our engagement programs.
- Team member Engagement: You will provide regular updates and performance insights, while collecting and actioning feedback from multiple team members and regional/country leadership teams.
Agent Enablement & Process Excellence
- Knowledge & Tools: You will partner with multiple regional sales support teams to ensure sales agents are equipped with the right knowledge base and productivity tools (e.g., CRM enhancements, Voice AI).
- Regional SOPs: You will develop scalable Standard Operating Procedures (SOPs) for unmanaged merchant sales channels to ensure quality execution and compliance across all markets while allowing.
- Feedback Loops: You will consolidate merchant insights (MEX) and feedback from country teams to guide upstream improvements in product design.
