Merchant Engagement Manager, Programs (HK)
Hong Kong, Hong Kong

What you'll do?

  • Develop a programmatic engagement program, targeting merchants across their lifecycle on Klook, starting from onboarding, to retention and churn management
  • Drive cross-functional projects to improve merchant service standards for all types of products on our platform
  • Be the point of contact to country teams for merchant development and related issues, as well as feed insights back to head office teams to design more effective programs
  • Drive adoption of operational improvement initiatives by working closely with country teams and management of top merchants
  • Optimise processes and resources to improve merchant experience on the platform including booking confirmation process, inventory management, merchant SLAs and more
  • Analyse data to uncover service improvement opportunities and develop data metrics to define merchant quality rating system
  • What you'll need?

  • 5+ years in operations or account management in industries like travel, ecommerce, or tech startups
  • Experience in travel products such as Attractions & Shows, Tours & Activities, Events or Travel Transportation (eg. railway, bus, ferry) is a plus
  • Track record of successfully driving cross departmental projects is preferred
  • Fluent spoken and written English
  • Eager to work in a small team and fast-paced environment
  • A start-up attitude - highly collaborative with an entrepreneurial, roll-up-your sleeves attitude that's not afraid to work independently when required
  • Globally-minded and comfortable working with people from different cultural backgrounds and in different time zones
  • Bachelor's degree or above
  • What you'll get?

  • An environment that values honesty, transparency and respect with awesome co-workers across Asia
  • The rare opportunity to be part of building a global travel brand, ensuring its success and evolving it for the future
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