Merchant Operations Specialist

4 weeks ago

Pasig, Philippines Optimum Info Solution Full time

Overview

The Merchant Success plays a critical end-to-end role in building, growing, and nurturing high-impact partnerships with Grab’s merchant partners. This role combines sales acquisition, strategic relationship management, and performance growth—ensuring 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 Grab’s 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.
Qualifications
  • Bachelor’s degree in Business, Marketing, or related field.
  • 2–4 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.
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