Associate, Merchant Enablement
Get to Know the Team
The Singapore Operations team oversees, shapes, and grows Grab's business in Singapore. We develop strategies and operational capabilities that create meaningful value for our consumers, merchant-partners, and driver-partners.
Within Singapore Operations, the Merchant Operations team represents the voice of our merchant-partners. We identify opportunities to improve their experience, remove operational friction, and build scalable solutions that help merchants succeed on Grab while supporting sustainable business growth.
We work with teams across Business, Commercial, Product, Marketing, centralised operations teams to improve merchant journeys, strengthen operational excellence, and translate local insights into meaningful platform improvements.
Get to Know the Role
The Associate, Merchant Enablement is responsible for improving the experience of merchants after they are onboarded to Grab, with a particular focus on their early-life and ongoing lifecycle journey.
Rather than providing day-to-day merchant support directly, you will identify recurring merchant pain points, diagnose root causes, and design scalable solutions that help merchants become more confident, self-sufficient, and successful on the platform.
These solutions may include merchant incubation and education programmes, training initiatives, self-service resources, merchant communications, support journey improvements, product adoption initiatives, and targeted engagement programmes.
The Critical Tasks You Will Perform
Merchant Journey & Enablement
- Identify gaps in the post-onboarding and early merchant journey that affect merchant readiness and operational success.
- Design and execute incubation, training, education, and enablement programmes.
- Develop scalable resources that help merchants understand and effectively use Grab's platform.
Merchant Experience & Support
- Analyse merchant feedback, support trends, and operational data to identify recurring pain points and root causes.
- Improve how merchants access support and self-service solutions in partnership with GrabSupport, Product, and Operations teams.
- Translate recurring merchant issues into product, process, content, or programme improvements.
Product Adoption & Business Enablement
- Support merchant-facing product launches and business initiatives, ensuring merchant readiness and effective adoption.
- Bring merchant needs and operational considerations into product and go-to-market planning.
- Develop targeted interventions to increase adoption of relevant Grab tools, features, and programmes.
Scale & Continuous Improvement
- Define and track relevant merchant experience, adoption, and operational metrics to measure impact.
- Use performance insights to refine programmes and prioritise further improvements.
- Leverage automation, product enhancements, vendors, and outsourced operations to scale repeatable activities efficiently.
What Essential Skills You Will Need
- Bachelor's degree in a relevant discipline.
- Minimum 3 years of experience in operations, project/program management, or a similar role.
- Ability to diagnose ambiguous problems and develop practical solutions.
- Ability to manage projects end-to-end, from problem identification and solution design through execution and impact measurement.
- Strong stakeholder management and collaboration skills across cross-functional teams.
- A strong merchant or customer experience mindset.
- Comfortable working with ambiguity, managing multiple priorities, and adapting as business needs evolve.
About Grab and Our Workplace
Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.
Life at Grab
We care about your well-being at Grab, here are some of the global benefits we offer:
- We have your back with Term Life Insurance and comprehensive Medical Insurance.
- With GrabFlex, create a benefits package that suits your needs and aspirations.
- Celebrate moments that matter in life with loved ones through Parental and Birthday leave, and give back to your communities through Love-all-Serve-all (LASA) volunteering leave
- We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges.
- Balancing personal commitments and life's demands are made easier with our FlexWork arrangements such as differentiated hours
What We Stand For at Grab
We are committed to building an inclusive and equitable workplace that enables diverse Grabbers to grow and perform at their best. As an equal opportunity employer, we consider all candidates fairly and equally regardless of nationality, ethnicity, religion, age, gender identity, sexual orientation, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.
View our location
Nestled in the vibrant heart of Singapore is Grab's Global HQ! Take a tour of our office here, meet some of our teams and find out what it’s like to work in this vibrant cosmopolitan.
Meet the Operations and Sales team
Our Operations and Sales teams are the dynamic duo decoding user behaviour – from our partners to our consumers! Discover innovative ways to get things done and ensure smooth operations for the millions of micro-entrepreneurs who use the Grab platform.
To succeed in Operations at Grab, we must immerse ourselves in the markets so that we can experience the pain points of our consumers and partners. For example, the traffic in Bangkok and Jakarta makes our driver-partners value a job not just based on the travel distance but how long the trip will take in traffic. This consideration plays a big part in how we design the pricing scheme for different services in the region. Only by sitting in the traffic yourselves can you feel the pain of our partners and empathise with them.
“ ”
In my role, I am responsible for Grab Indonesia’s Help Centre articles. I provide information and solutions to troubleshoot any issues our passengers, merchant and driver-partners might have. I also deal with customer queries and remedy any specific issues end users might be experiencing. Dealing with people when they’re frustrated can be tricky – but I think customer service is the best place to learn about humanity and empathy and widen your perspective. It teaches you how to listen and understand people to find solutions – that’s why I love my job.
“ ”
If I could sum up life at Grab, it would be flexible, evolutionary and life-changing. This is the place to live your life and learn the lessons that come with that – both inside and outside of work. Grab has evolved but it’s still like a start-up because we’re learning something new every day.
“ ”
The Application Process
What can you expect when you apply for a role at Grab? Here’s what our hiring process looks like.
Step 1: Apply.
We have a range of open roles from Marketing to Engineering and everything in between. Find the one that’s best for you and show us why you’re our next teammate.
Step 2: Getting to know you.
Next, you’ll have a video or phone interview with one of our recruiters to chat about you, the role, and your past work experiences.
Step 3: Testing, testing… 123.
Some roles might require assessments and/or a technical competency interview. For other roles, there might be an additional interview – speak with your recruiter for application details.
Step 4: Is it a culture match?
Finally, we’ll find out how we fit together, if your career vision aligns with our mission, how you embody the 4 H's, and your working style and personality.
