Zone Customer Engagement Senior Associate

Surabaya

ODS - Corporate – - /

Permanent /

On-site

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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.

* 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.

* 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!