• KUALA LUMPUR

    Apa khabar?

  • Full Time Roles

     

    Commercial

    • Be responsible for revenue and growth funnel on both existing and new business initiatives within ShopBack.
    • Derive actionable insights using data, present meaningful analysis, and recommending impactful objectives.
    • Manage, execute and be responsible for growth across acquisition, on-boarding, engagement and retention; both on the supply and demand side of the business.
    • Be responsible for demand growth and user development funnels on both existing and new business initiatives within ShopBack.

    • Devise, implement and be accountable for strategic marketing campaigns to drive the highest ROI on user acquisition, growth and retention.

    • Provide leadership, coaching and direction to a high-performance team

    • Using data, research and market analysis to develop strategies to contain enquiries.
    • Defining and documenting the requirements for automated CS workflows
    • Working closely with ShopBack Product & Engineering team(s) as well as third party service providers, in order to implement new automated CS processes.
    • Leading the team of ACS Executives in implementing and fine-tuning ShopBack CS automated workflows. 
    • Help lead a team of front-line support representatives to provide world-class support to our customers
    • Partner with the entire team to convert initiatives into policies which will have a positive impact on our customers
    • Ensure our customer service teams deliver high-quality performance
    • Investigate incidents, verifying facts, and figuring out resolutions
    • Create and design digital onsite and social assets
    • Adhere to brand guidelines and complete projects according to deadline 
    • Collaborate with the Senior Design Manager and communicating with local Marketing Team to develop design concepts in line with campaign and determine the scope of a project
    • Advise marketing collaborators on design strategies to reach a particular target audience
    • Partner with the Country General Manager and other functional leads, acquire in-depth knowledge of the business and business unit, and deliver HR policies and strategy within the business units.
    • Consult with line management, providing HR guidance on, talent development, performance management, employee relations, etc. 
    • Guide leaders and managers on performance management and enhancing managers’ effectiveness in people management.
    • Work closely with the Operations Lead to oversee daily business operations in all fronts: Marketing, Merchant & Finance.

    • Spearhead SOP changes to increase efficiency in the onboarding funnel and organize workshops/training sessions to ensure all relevant stakeholders are using internal tools efficiently and effectively.

    • Engage various internal and external stakeholders to support cross-functional projects to optimise service delivery and operational processes.

    • The first point of contact in addressing queries promptly and effectively.

    • Listen to feedback, process the information, and deliberate a best-response in line with the team’s business objectives.

    • Managing our onsite feedback form.

    • Assist the rest of the local operations team in fulfillment, business process optimization, due diligence, and strategic partnerships.

    • Responsible for day-to-day functions of Accounts Receivable (billing and collection).
    • Handling the issuance of invoices/credit notes.
    • Attend to billing and collection-related queries if any.
    • Work closely with the local business development team to reach out to merchants for outstanding payments.
    • Input Merchant data into Salesforce.
    • Set up Commercial terms with Merchants which include commission, cashback and relevant deals & promotions.
    • Coordinate with internal stakeholders on Merchant’s activities, deal and upsizes during campaign period.
    • Prepare quotation, agreement & relevant documentations to Merchants.
    • Input Merchant data into Salesforce

    • Set up commercial terms with Merchants which include commission, cashback and relevant deals & promotions

    • Work with operations & marketing to execute large ShopBack campaigns
       

    • Onboard new merchants onto the ShopBack platform.

    • Manage relationships with external merchants and networks, including participating in negotiations together with the Business Development team.

    • Analyse data to ensure accuracy in order and transaction information.

    • Design and Document Shopback Business Processes, to ensure requirements from all internal stakeholders are met.

    • Work closely with product and engineering teams to integrate third parties solutions with our proprietary backend systems.

    • Measure the impact of new processes and measure the productivity improvement metrics

    • Oversee solutions design and delivery, including integration with existing architecture.

    • Coordinate and manage communications between product managers, engineering teams and internal business users

    • Conduct design review of the application and provide guidance to the team on recommendations to help ensure the development of a successful application

    • To maintain and manage on-going data validation and commission recovery process with affiliate network partners to ensure that internal SLAs and process standards are met

    • Verifying data accuracy against internal standards

    • Handle risk prediction and risk management processes for transactional data

    • Coordinates the scheduling of assets onsite and ensures adequate exposure for every deal secured by the Business Development team.

    • Assist in the execution of marketing campaigns.

    • Manage and maintain the assets on various platforms on ShopBack including the app and web.

    • Build and maintain a relevant chatbot flow for the country, its tones of voice and vocabularies.

    • Build and maintain chatbot dataset based on the categories of customers main support requests at the country.

    • Conduct continuous chatbot testing at the country level to ensure it passes the Turing Test.

    • Setting team vision & mission, adapting team scope to support ShopBack growth across markets & new verticals.

    • Proactively reviewing merchants SLA on transaction validation. Looking for opportunities to shorten the transaction validation lead time.

    • Overseeing the Missing Cashback claims process, and liaising with CS & Products teams to resolve issues when they arise.

    • Design, build and improve automations that support processes in the Post-Purchase Operations team

    • Collaborate in managing and maintaining the Operations Python Github code repository

    • Analyse current operational capability, process and procedures and develop insights to drive improvements

  • Internships

    • You will support either the Marketing, Business Development or Partnerships and other teams on day-to-day campaign initiatives from conceptualization to execution of ideas. 
    • Assist in the conceptualization and execution of marketing campaigns 
    • Liaise with internal stakeholders to create day-to-day marketing collateral for the website and mobile app.
    • Verify and ensure data integrity and accuracy from External Partners within Internal system 
    • Validation/ reconciliation of merchants' Transaction Reports
    • Assist with integration for new merchants in terms of lead generation, market insights and facts finding
    • Correspond with External parties (mainly Visa and Mastercard) and Internal parties to streamline on-boarding process of merchants 
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