Zone Customer Engagement Senior Associate

About the Role

Zone Customer Engagement Senior Associate supports on-ground execution within the zone by engaging customers through marketing activation initiatives, handling operational issues (including budget administration) and engaging key stakeholders. This role ensures day-to-day operational excellence, supports compliance, and contributes to improving demand and supply towards business performance.

What you will do

• Execute on-ground engagement mainly with customer sides, build strong relationship/partnerships with communities (e.g. Mall, Schools/Univ, Workers)
• Support and execute zone activation initiatives to drive demand and supply growth.
• Budget control, monitoring and process administration
• Monitor and ensure stakeholder compliance with company policies and SOPs.
• Coordinate with cross-functional teams (Operations, Sales, User Growth) to support initiative execution.
• Track operational performance, identify issues, and escalate with proposed solutions.
• Support process improvements to enhance efficiency and consistency in the zone.

What you will need

• Minimum 3 years of experience in marketing, operations, or similar roles.
• Strong analytical thinking and problem-solving skills using various improvement tools (SQL, Big query) with the ability to handle operational and on-ground challenges.
• Comfortable with fieldwork and direct stakeholder engagement (drivers, merchants, customers).
• Detail-oriented with good execution and coordination skills.
• Data-driven mindset; able to track performance and identify basic insights.
• Strong communication skills and ability to work across teams.
• Fluent in Bahasa Indonesia; basic English proficiency is preferred.

About the Team

You’ll be part of the city business operational team team, a group of passionate individuals working on customer/driver/merchant enggagement and business growth. We love to engage with customer/driver/merchant build strong partnerships with them and solve customer problems while growing Gojek businesses. Our mission is to become the most reliable part of customer mobility and delivery needs, and we’re excited for you to be part of it!

About GoTo Group

GoTo is the largest digital ecosystem in Indonesia. GoTo's mission is to 'empower progress' by offering technology infrastructure and solutions that help everyone to access and thrive in the digital economy.

The GoTo ecosystem provides a wide range of services, including mobility, delivery, payments, financial services, and technology solutions for merchants. The ecosystem also provides e-commerce services through Tokopedia and banking services through its partnership with Bank Jago.

About Gojek

Gojek is Southeast Asia’s leading on-demand platform and pioneer of the multi-service ecosystem with over 2.5 million driver partners across the regions offering a wide range of services such as transportation, food delivery, logistics and more. With its mission to create impact at scale, Gojek is committed to resolving consumer problems and raising standards of living by connecting consumers to the best providers of goods and services in the market.

About GoTo Financial

GoTo Financial accelerates financial inclusion through its leading financial services and merchants solutions. Its consumer services include GoPay and GoPayLater and serve businesses of all sizes through Midtrans, Moka, GoBiz Plus, GoBiz, and Selly. With its trusted and inclusive ecosystem of products, GoTo Financial is open to new growth opportunities and aims to empower everyone to Make It Happen, Make It Together, Make It Last.

GoTo and its business units, including Gojek and GoToFinancial ("GoTo") only post job opportunities on our official channels on our respective company websites and on LinkedIn. GoTo is not liable for any job postings or job offers that did not originate from us. You should conduct your own due diligence to prevent being victims of any fake job scams, if they did not originate from GoTo's official recruitment channels.

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