Enablement Lead, Commercial Systems

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 Our Team:

Get to know our Team: Grabber Technology Solutions (GTS) aims to be a technology leader that provides predictive and seamless experiences to all Grab employees (Grabbers). We are a diverse team of technology practitioners looking to outserve Grabbers with positive, personalised enterprise technology experiences. We are looking for individuals who share our customer-centric and values to join our growing team.

Get To Know The Role:

We are looking for a strategic, data-driven Commercial Systems Enablement Lead to join our newly transformed Commercial Systems organisation, in the capacity of an individual contributor.

Reporting directly to the Commercial Systems Lead, you will be the Directly Responsible Individual (DRI) for value realisation within our Software Development Lifecycle (SDLC).

Your primary mandate is to maximise Return on investment from our Salesforce platform and ecosystem by ensuring deep user adoption, proficiency, and satisfaction. This is a leadership role, not a traditional training position. You will develop a modern, scalable enablement practice from scratch, using Digital Adoption Platforms (e.g., WalkMe/Whatfix) and data analytics to provide in-flow support.

You will be a trusted advisor to business leadership, using adoption metrics and user feedback to influence the product roadmap and ensure technology delivery translates directly into performance and "change success."

Workplace Type: On-site in Bangalore, India.

The Critical Tasks You Will Perform:Enablement Strategy & Governance

• Design and lead the end-to-end enablement and business readiness strategy for Commercial Systems programmes and releases, ensuring understanding of strategic goals.
• Track adoption and proficiency metrics (e.g., system usage, task completion, readiness index) to demonstrate impact of the programme, and Return on investment.
• Manage and govern the Digital Adoption Platform (DAP), setting standards for in-app guidance.
• Establish a feedback loop to gather user insights, supporting continuous improvement of systems.

Programme Design & Content Development

• Build scalable, blended learning experiences tailored to diverse user personas (e.g., ILT, eLearning, videos, quick guides, knowledge base).
• Develop in-app guidance (walkthroughs, task lists, tips, validations) using the Digital Adoption Platforms to support users in real time.
• Partner with BAs and QA teams to align training materials with business processes and final system design.
• Maintain a central, version-controlled repository of enablement content.

Change Management & Communication

• Co-create change management and communication plans with programme leaders to ensure smooth adoption.
• Conduct change impact analysis to identify role/process shifts and provide targeted interventions.
• Lead rollout communications, highlighting value, readiness, and support resources.

Collaboration & Performance Consulting

• Advise commercial leadership on adoption, productivity, and proficiency with data-driven insights.
• Partner with Software Development Life Cycle teams early to integrate readiness and adoption into design.
• Analyse usage data and support trends to uncover friction points and recommend solutions.

Qualifications

What Essential Skills You Will Need:

We require 8 to 12 years of experience in technology enablement or change management, with at least 5 years specifically focused on driving adoption of enterprise-scale Salesforce platforms.

Required Experience

• Platform & Enablement Leadership: Experience building an enablement function from scratch, including strategy, Goal definition, and demonstrating measurable growth.
• Digital Adoption Platforms Expertise: Hands-on expertise in designing, building, and administering enablement programmes on a Digital Adoption Platform, such as WalkMe or Whatfix.
• Salesforce Proficiency: Experience with Salesforce platform (Sales Cloud, Service Cloud) core objects, business processes, and security models.
• Development Lifecycle: Experiencecollaborators working within a structured Software Development Life Cycle (Agile/Hybrid) and collaborating with technical teams (BAs, Architects, Developers).
• Content & Design: Excellent instructional design and content development skills, with proficiency in content creation and learning development tools.

Certifications & Competencies

• Required Certification: Salesforce Certified Administrator.
• Other Certifications: Salesforce Certified Sales Cloud Consultant, Salesforce Certified Service Cloud Consultant.
• Desirable Certification: Salesforce Certified User Experience (UX) Designer.
• Leadership: Experience and ability to operate as a strategic advisor to senior collaborators.
• Data-Driven: Experience interpreting usage data and identifying trends to translate insights into applicable enablement strategies.
• User Empathy: A deep sense of empathy for the user experience (UX) challenges in technology adoption.

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.
• Balance 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.