Merchant Onboarding Manager

About TabSquare:

TabSquare provides AI-powered technology solutions for the F&B industry. Through TabSquare's solutions, restaurants can efficiently manage orders, process payments, and effectively engage with their customers.

TabSquare assists partner restaurants in driving higher sales, streamlining operations, and delivering an enhanced customer experience. TabSquare is a market leader with operations in Singapore, Malaysia, Indonesia, Australia, the Philippines, Taiwan, Thailand, Hong Kong, Sweden, and the UAE. Trusted by thousands of restaurants, TabSquare's clients include well-known F&B brands such as Pizza Hut, KFC, Minor Food Group, Sushi Tei, Paradise Food Group, Japan Foods Holding,, The Coffee Club, Old Town White Coffee, Secret Recipe, and many more. TabSquare is a wholly owned subsidiary of Delivery Hero, a global leader in the food delivery industry.

For more information, visit http://www.tabsquare.ai.

Job Overview:

The Merchant Onboarding Manager is responsible for leading and managing the onboarding process for new and existing merchant partners. This role ensures smooth integration of TabSquare.AI’s AI-powered technology solutions into the operations of restaurant partners, aligning with TabSquare’s mission to streamline restaurant operations, improve customer experience, and drive revenue growth. The ideal candidate will possess strong project management skills, a deep understanding of the F&B industry, and an ability to build and maintain strong relationships with key stakeholders.

Key Responsibilities:

1. Merchant Onboarding Process Management:

• Lead the end-to-end onboarding process for new merchants, ensuring seamless integration of TabSquare’s solutions.
• Collaborate closely with the Sales, Customer Success, and Technical Support teams to facilitate a smooth transition from contract signing to live deployment.
• Customize onboarding plans based on the merchant's needs and technical capabilities.

1. Training and Support:

• Develop training materials and conduct training sessions for restaurant staff to ensure they are well-equipped to use TabSquare’s systems, including self-ordering kiosks, payment systems, and back-end systems.
• Provide hands-on support to merchants during the onboarding phase and address any issues or concerns promptly.

1. Continuous Process Improvement:

• Analyze onboarding feedback and data to identify areas for improvement in the onboarding process.
• Collaborate with Product and Technical teams to identify and implement system improvements to enhance the merchant experience.

1. Reporting and Documentation:

• Maintain detailed records of all onboarding activities, progress, and challenges.
• Generate regular reports on onboarding status, including timelines, issues, and resolutions.
• Provide insights and feedback to leadership for continuous improvement.

Key Skills & Qualifications:

• Education: Bachelor's degree in Business, Hospitality, Operations Management, or a related field.
• Experience:
• 4-6 years of experience in a customer-facing or project management role, preferably within the F&B industry.
• Prior experience in onboarding or implementation of SaaS or tech solutions in the F&B or retail industry is highly preferred.
• Strong understanding of restaurant operations, technology solutions, and customer-facing processes.
• Technical Proficiency:
• Familiarity with AI-powered solutions, point-of-sale (POS) systems, and order management platforms.
• Proficient in MS Office (Excel, PowerPoint) and CRM tools (Zoho,Salesforce, HubSpot).
• Communication Skills:
• Excellent verbal and written communication skills with the ability to explain complex technology solutions in simple terms.
• Ability to build and maintain relationships with both internal teams and external merchants.
• Problem-Solving:
• Proactive in identifying challenges and providing solutions to ensure the onboarding process remains smooth.
• Customer-Centric:
• A strong focus on customer satisfaction, with a passion for delivering exceptional service and ensuring long-term success for merchants.

Personal Attributes:

• Strong attention to detail and commitment to delivering high-quality results.
• A collaborative team player who thrives in a fast-paced, dynamic environment.
• Flexible and adaptable to evolving customer needs and business goals.
• Results-driven with a focus on achieving successful outcomes for both merchants and TabSquare.

What we Offer:

• Hyper growth company in a one of the hottest areas of F&B Tech, with unique exposure to driving Fintech and Artificial Intelligence in a vertical
• Chance to work with bright minds from across cultures and countries
• Opportunity to strengthen regional experience working across multiple markets in the region and internationally.
• Fast paced and dynamic work environment with an opportunity to grow rapidly
• A culture that promotes empowerment, autonomy, and new ideas, enabling employees to deliver the best work of their careers.

Note: Please note that only shortlisted candidates will be notified

About TabSquare:

TabSquare provides AI-powered technology solutions for the F&B industry. Through TabSquare's solutions, restaurants can efficiently manage orders, process payments, and effectively engage with their customers.

TabSquare assists partner restaurants in driving higher sales, streamlining operations, and delivering an enhanced customer experience. TabSquare is a market leader with operations in Singapore, Malaysia, Indonesia, Australia, the Philippines, Taiwan, Thailand, Hong Kong, Sweden, and the UAE. Trusted by thousands of restaurants, TabSquare's clients include well-known F&B brands such as Pizza Hut, KFC, Minor Food Group, Sushi Tei, Paradise Food Group, Japan Foods Holding,, The Coffee Club, Old Town White Coffee, Secret Recipe, and many more. TabSquare is a wholly owned subsidiary of Delivery Hero, a global leader in the food delivery industry.

For more information, visit http://www.tabsquare.ai.

Job Overview:

The Merchant Onboarding Manager is responsible for leading and managing the onboarding process for new and existing merchant partners. This role ensures smooth integration of TabSquare.AI’s AI-powered technology solutions into the operations of restaurant partners, aligning with TabSquare’s mission to streamline restaurant operations, improve customer experience, and drive revenue growth. The ideal candidate will possess strong project management skills, a deep understanding of the F&B industry, and an ability to build and maintain strong relationships with key stakeholders.

Key Responsibilities:

1. Merchant Onboarding Process Management:

• Lead the end-to-end onboarding process for new merchants, ensuring seamless integration of TabSquare’s solutions.
• Collaborate closely with the Sales, Customer Success, and Technical Support teams to facilitate a smooth transition from contract signing to live deployment.
• Customize onboarding plans based on the merchant's needs and technical capabilities.

1. Training and Support:

• Develop training materials and conduct training sessions for restaurant staff to ensure they are well-equipped to use TabSquare’s systems, including self-ordering kiosks, payment systems, and back-end systems.
• Provide hands-on support to merchants during the onboarding phase and address any issues or concerns promptly.

1. Continuous Process Improvement:

• Analyze onboarding feedback and data to identify areas for improvement in the onboarding process.
• Collaborate with Product and Technical teams to identify and implement system improvements to enhance the merchant experience.

1. Reporting and Documentation:

• Maintain detailed records of all onboarding activities, progress, and challenges.
• Generate regular reports on onboarding status, including timelines, issues, and resolutions.
• Provide insights and feedback to leadership for continuous improvement.

Key Skills & Qualifications:

• Education: Bachelor's degree in Business, Hospitality, Operations Management, or a related field.
• Experience:
• 4-6 years of experience in a customer-facing or project management role, preferably within the F&B industry.
• Prior experience in onboarding or implementation of SaaS or tech solutions in the F&B or retail industry is highly preferred.
• Strong understanding of restaurant operations, technology solutions, and customer-facing processes.
• Technical Proficiency:
• Familiarity with AI-powered solutions, point-of-sale (POS) systems, and order management platforms.
• Proficient in MS Office (Excel, PowerPoint) and CRM tools (Zoho,Salesforce, HubSpot).
• Communication Skills:
• Excellent verbal and written communication skills with the ability to explain complex technology solutions in simple terms.
• Ability to build and maintain relationships with both internal teams and external merchants.
• Problem-Solving:
• Proactive in identifying challenges and providing solutions to ensure the onboarding process remains smooth.
• Customer-Centric:
• A strong focus on customer satisfaction, with a passion for delivering exceptional service and ensuring long-term success for merchants.

Personal Attributes:

• Strong attention to detail and commitment to delivering high-quality results.
• A collaborative team player who thrives in a fast-paced, dynamic environment.
• Flexible and adaptable to evolving customer needs and business goals.
• Results-driven with a focus on achieving successful outcomes for both merchants and TabSquare.

What we Offer:

• Hyper growth company in a one of the hottest areas of F&B Tech, with unique exposure to driving Fintech and Artificial Intelligence in a vertical
• Chance to work with bright minds from across cultures and countries
• Opportunity to strengthen regional experience working across multiple markets in the region and internationally.
• Fast paced and dynamic work environment with an opportunity to grow rapidly
• A culture that promotes empowerment, autonomy, and new ideas, enabling employees to deliver the best work of their careers.

Note: Please note that only shortlisted candidates will be notified