Manager, Partner Loyalty, Retention & Engagement
4d ago

We are Grabbing the job detail for you

About the Team :

The Singapore Operations team oversees, shapes and grows the business in Grab Singapore.

We contribute towards Grab's vision of being Southeast Asia's superapp by providing everyday services that matter most to consumers in Singapore.

We develop and execute business strategies that help us achieve our vision in serving our community.

As part of the Singapore operations team, the role sits within our Partner Care team primarily focusing on Driver partners, Merchant partners loyalty, benefits and retention.

Get to know the Role :

Evaluate the Partner experience across Transport and Food vertical in Singapore.

Identify areas to improve Partners’ KPI

Develop and maintain excellent relations with new and existing Partners resulting in increased active Partners, completed jobs, and service standards

Design programs to win back, reward and retain drivers

The day-to-day activities :

Planning and executing initiatives to increase Partner retention and engagement which shall include :

Planning of relationship building events and activities.

Planning and executing initiatives to improve the Partner experience across multiple touchpoints.

Developing and managing programs to reduce Partner operating costs.

Education and communication programs to increase Partner quality and productivity.

Planning and executing data driven retention campaigns in collaboration with the driver insights team.

As a people manager, you will also :

Manage & direct daily team operations

Supervise, coach & manage the team to ensure outstanding performance

Report to management on team’s performance

The must haves :

At least 5 years’ experience in leading a team and at least 10 years working experience in loyalty / customer experience

Excellent written and oral communication, presentation and interpersonal skills.

Fluent written and oral English required. Conversational Mandarin / -Chinese dialect skills required.

Process oriented background, with high attention to detail

A start-up attitude willing to work hard to get things done

Proficient in Microsoft Office

Possess a diploma and / or university degree in preferably marketing or business disciplines

Strong in relationship building and able to relate to people at all levels. Maturity to handle wide range of customers.

Able to work on multiple assignments with tight deadlines.

Be able to deliver agreed KPI's in a results driven environment.

Demonstrate integrity and professionalism, with a focus on customer centricity and data driven decision making mindset

Get to know Grab :

Grab is more than just the leading ride-hailing and mobile payments platform in Southeast Asia. We use data and technology to improve everything from transportation to payments and financial services across a region of more than 620 million people.

We work with governments, drivers, passengers, merchants, and the community, to solve critical problems in Southeast Asia.

Grab began as a taxi-hailing app in 2012, but we have since extended our product platform to include GrabCar, GrabShare, GrabBike, GrabHitch, GrabExpress, GrabFood, GrabCoach, GrabShuttle, GrabCycle.

We recently launched our fintech platform GrabFinancial, which consists of payments, lending and insurance. Our latest addition is GrabVentures, an in-

house incubation platform. We are focused on pioneering new commuting and payment alternatives for drivers and passengers with an emphasis on convenience, safety, and reliability.

Currently, we offer services in 8 countries. Our R&D offices are in Singapore, Seattle, Beijing, Bangalore, Jakarta and Vietnam.

We aspire to unlock the true potential of Southeast Asia and look for like-minded individuals to join us on this ride.

If you share our vision of driving South East Asia forward, apply to join our team today.

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