Executive, Strategic Engagement

**Get to Know the Team**

GrabRentals (GR) is responsible for securing vehicular supply for the Grab platform. We strive to be a trustworthy partner that creates income opportunities for our driver-partners and rider-partners by sustainably providing them access to quality assets for use in Grab's marketplaces.

The Strategic Engagement team seeks to improve hirer-partner engagement & experience by understanding & engaging them through a non-commercial lens.

The work we do requires a great amount of passion for customer experience and operations, which usually means that we need to be constantly striving to improve, think quickly on our feet and come up with efficient and effective solutions to problems and operational processes.

**Get to Know the Role**:
We seek to understand the pain points faced by our hirer-partners at various GrabRentals touchpoints. We then design and execute initiatives to reach out to them. We serve as the first touch point to our GrabRentals drivers. We provide detailed rental consultation to our drivers and proactively help solve our drivers’ issues.
- Plan, execute and review hirer engagement & safety initiatives and operations
- Respond to enquiries related to GrabRentals products and services
- Responsible for overseeing operations and follow ups for customer engagement surveys
- Maintain knowledge base for SOPs
- Respond to enquiries related to GrabRentals products and services in a timely manner
- Collaborate with various GrabRentals teams to escalate and solve requests
- Build rapport with internal stakeholders and other verticals to streamline and maintain smooth operations
- Develop and drive engagement activities such as webinar, townhalls, site visits.
- Drive operational excellence by collaborating with various stakeholders.

**The day-to-day activities**:
1. Plan, execute and review hirer engagement & safety initiatives and operations
- Work with internal and external stakeholders to develop and maintain a regular cadence of engagement activities based on an existing engagement framework
- Stay updated on private hire and rental ecosystem to propose and respond to changes that impact our hirer-partners
- Through various feedback channels, be aware of general chatter about GrabRentals from hirers and other PHV drivers, and recommend actions to take, if needed

2. Respond to enquiries related to GrabRentals products and services
- Maintaining a positive, empathetic, and professional attitude toward customers at all times
- Responding promptly to customer inquiries through various channels
- Have excellent understanding of GrabRentals’ products and services
- Communicating and coordinating with colleagues as necessary
- Responsible for CES and NPS proposed ideas and plans to improve scores.
- Process incentive payouts, rental waivers, reimbursements and credit notes for vehicle related matters
- Plan and Establish success metrics on engagement activities.
- Provide related reports and presentations.
- Work with various stakeholders to ensure smooth operations.
- Work with various stakeholders to manage enquiries, requests and escalations.
- In charge of ePR request for the team.
- Establish new processes for ad-hoc projects, ensuring the successful roll-out of initiatives
- Continuous improvement of operational processes for a better driver experience.
- Handle escalation via Face to Face meetings or phone calls with drivers.

**The Must-haves**:

- At least 1-years of customer engagement experience, preferably involved in designing and/or executing projects to build positive customer relationships
- Self-motivated individual who is able to work independently and meet deadlines
- Proactive in preventing operational gaps and solving issues
- Able to establish rapport and collaborate with internal and external stakeholders
- Excellent people skills with a customer-oriented service attitude
- Strong presentation skills and able to work with Microsoft Powerpoint and Google Slides- Fluent written and spoken English is required, with local second language as an advantage
- Competency in data analytics.
- Python, SQL and automation knowledge is preferred.