Deskripsi Pekerjaan
StoreHub is seeking a dedicated Merchant Onboarding Manager to lead and optimize the end-to-end onboarding experience for new merchants joining our platform in Malaysia. This pivotal role focuses on transforming signed-up merchants into fully operational partners through strategic organization and seamless execution.
As a key player in our growth team, you will design and implement onboarding workflows that ensure merchants receive comprehensive training, understand our platform's capabilities, and can effectively leverage our solutions to accelerate their business. Your analytical mindset will help identify bottlenecks and opportunities for continuous improvement in our merchant integration processes.
This position requires exceptional stakeholder management skills as you collaborate with cross-functional teams including sales, product, and customer success to deliver a consistent and positive onboarding experience. You will serve as the primary point of contact during the critical transition period from sales close to operational activation.
If you thrive in dynamic environments where your organizational abilities directly impact business growth and merchant satisfaction, this opportunity at StoreHub offers the perfect platform to showcase your expertise in merchant relationship management and operational excellence.
Tanggung Jawab
- Design, implement, and continuously improve merchant onboarding workflows and processes to ensure consistent, high-quality experiences
- Manage the full onboarding journey from contract signing through to successful merchant activation and first transaction
- Coordinate cross-functional collaboration with Sales, Product, Customer Success, and Operations teams to resolve onboarding challenges
- Develop and deliver comprehensive training programs and materials for new merchants covering platform features and best practices
- Monitor and analyze onboarding metrics including time-to-activation, activation rates, and merchant satisfaction scores
- Identify bottlenecks and inefficiencies in the onboarding pipeline and implement strategic improvements
- Serve as the primary point of contact for merchants during the onboarding phase, providing guidance and support
- Prepare regular reports on onboarding performance and provide actionable recommendations to stakeholders
Kualifikasi
- Bachelor's degree in Business Administration, Sales, Marketing, or a related field
- Minimum 3-5 years of experience in merchant onboarding, account management, or sales operations roles
- Proven track record of managing complex onboarding processes and meeting activation targets
- Strong organizational and project management skills with the ability to handle multiple priorities
- Excellent interpersonal and communication skills to build relationships with merchants and internal teams
- Experience with CRM systems, onboarding platforms, and data analysis tools
- Understanding of SaaS or fintech products and services is highly advantageous
- Self-motivated individual comfortable working in a fast-paced, growth-oriented environment