Merchant Experience Manager

Jakarta /
Operations – Merchant Experience /
Full-time
We are one of the fastest-growing technology startups in Indonesia. We want to bring business ecosystem to everyone, and empower businesses to sell and grow. 

At Moka, we believe in values, not rules. We believe that it's not about the suits or the time check-ins, but it's about delivering on our promises. We believe in taking ownership and challenging ideas. We believe in being part of the solutions, not the problem. 

If you want to be part of a world-class team with a mission to empower businesses sell and grow, come join us.

Job Description

    • Managing merchant experience journey - develop, operationalize and optimize the journey from on-boarding, engagement, to referral
    • Integration with analytics - drive a data centric mentality to evaluate effectiveness of initiatives, campaigns and content consumption
    • Partnership with product team - analyze merchant journeys/funnels and present recommendations to the product team for improvement and better merchant segmentation
    • Communication strategies - lead the development of merchant communication across merchant segments and channels to drive compelling merchant experiences, greater usage and deeper brand engagement
    • Merchant support process management - be responsible for the end to end merchant contact processes by driving support teams, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints

Requirements

    • At least 5 years experience in strategic planning, project management or customer experience in fast-paced environment or tech company.
    • At least 2 years experience in managing a team.
    • Great communication skills.
    • Strong data-driven and analytical mindset.
    • Fluent English is a must.
Moka is a technology company based in Jakarta (Indonesia) providing cloud-based Point-of-Sale and payment solutions that empowers small and medium-sized businesses to better sell and grow. 

We are a one-stop solution for businesses. From Point-of-Sale, inventory system, and customer relationship management, to payment acceptance, business capital, and fresh ingredient management.

We are trusted by more than 40,000 merchants, and have presence in more than 200 cities across Indonesia.