Merchant Operations Specialist, Rizal

The Merchant Success plays a critical end-to-end role in building, growing, and nurturing high-impact partnerships with Grabs merchant partners. This role combines sales acquisition, strategic relationship management, and performance growthensuring merchants thrive on the Grab platform across services such as GrabFood, GrabMart, GrabExpress, and GrabPay.

Merchant acquisition

Identify and prospect new merchant partners through various channels (fieldwork, referrals, digital leads, events)

Conduct outbound calls and in-person pitches to merchant owners, managers, or decision-makers

Drive end-to-end onboarding: from contract signing and document collection to system encoding and training

Ensure merchants are properly setup on the platform with initial marketing support and in-store visibility

Relationship management

Build strong, trust-based relationships with merchant partners to drive retention and satisfaction

Serve as the main point of contact for merchant concerns, escalations, or operational issues

Conduct regular business reviews to assess merchant performance and identify growth opportunities

Advocate for merchant needs internally, working with operations, marketing, and product teams

Performance growth

Use data insights to recommend campaigns, ads, and product solutions that improve merchant performance

Strategically upsell Grabs ecosystem products (GrabAds, GrabFinance, GrabPay, GrabExpress, etc.)

Partner with merchants to execute marketing initiatives and growth strategies

Reporting and collaboration

Maintain updated records of merchant interactions, performance, and pipeline status

Submit regular reports and updates on key metrics and account health

Stay updated on market trends, competitor activities, and industry best practices

Bachelors degree in Business, Marketing, or related field

24 years of experience in business development, account management, or sales

Strong interpersonal, negotiation, and communication skills

Data-driven mindset with ability to interpret performance metrics and build actionable plans

Organized, proactive, and results-oriented with a strong sense of ownership

Experience in FMCG, tech platforms, or e-commerce industries is a plus

KPIs / Success Metrics

Number of new merchants onboarded and activated

Merchant retention and satisfaction scores

Merchant GMV (Gross Merchandise Value) growth

Cross-sell and product adoption rates

Timeliness and quality of issue resolution