Company Description

About Grab and Our Workplace

Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.

Job Description

Get to Know the Team

The Grab Support team builds the platform that helps millions of passengers, driver-partners, and merchants when they need assistance. Our mission is to understand user problems and deliver solutions that resolve them quickly, seamlessly, and at scale. We combine machine learning models that interpret user intent with automation flows capable of processing and resolving issues end-to-end. This involves everything from natural language understanding and model development to workflow orchestration and system integration across Grab's ecosystem.

Get to Know the Role

We are looking for a Regional CRM Manager (Dynamics 365) who will report into the Engineering Manager, Grab Support Tech Family. You will be based onsite in the CMC Creative Space office in District 7, HCMC. You will lead the development and customisation of our Microsoft Dynamics 365 CRM platform and play an important part in ensuring our CRM solutions are tailored to needs, enhancing our ability to engage customers and improve operations.

The Critical Tasks You Will Perform

• You will lead workshops and consultative engagements with business stakeholders to understand and address their functional requirements and challenges.
• You will document user stories and technical solutions.
• You will develop and implement customised solutions on the Microsoft Dynamics 365 CRM platform, ensuring adherence to best practices.
• You will improve workflows, validation rules, and dashboards within the CRM system.
• You will support and coordinate integrations and testing with third-party applications and oversee system deployments.
• You will collaborate with technical teams and stakeholders to solve integration issues and provide tailored technical solutions.
• You will mentor team members, providing technical guidance on CRM customisation and configuration.

Qualifications

What Essential Skills You Will Need

• You have at least 5 years of experience in software related customer service/ contact centre operations with Microsoft Dynamics 365 Customer Engagement or equivalent CRM applications in cloud implementations.
• You understand CRM data structures and architecture.
• You are proficienct in developing with C#, .NET, JavaScript, REST, JSON, and API Web Services.
• You have experience using Power BI and low code tools like the Power Platform.
• Solid project management capabilities, including experience with Agile and waterfall methodologies.
• You focus on data-driven decision-making and have experience managing and achieving successful outcomes with third-party vendors.

Additional Information

Life at Grab

We care about your well-being at Grab, here are some of the global benefits we offer:

• We have your back with Term Life Insurance and comprehensive Medical Insurance.
• With GrabFlex, create a benefits package that suits your needs and aspirations.
• Celebrate moments that matter in life with loved ones through Parental and Birthday leave, and give back to your communities through Love-all-Serve-all (LASA) volunteering leave
• We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges.
• Balancing personal commitments and life's demands are made easier with our FlexWork arrangements such as differentiated hours

What We Stand For at Grab

We are committed to building an inclusive and equitable workplace that enables diverse Grabbers to grow and perform at their best. As an equal opportunity employer, we consider all candidates fairly and equally regardless of nationality, ethnicity, religion, age, gender identity, sexual orientation, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.