Lead, Community Engagement Surabaya

Job Description

Get to Know the Team

The Community Engagement Team serves as the key bridge between the company and driver partner communities. The team focuses on building strong relationships, maintaining two-way communication, understanding community needs, and ensuring that company programs and information are delivered effectively to partners in the field.

The team also plays an important role in representing the voice of the community by gathering insights, feedback, and operational issues to help improve the overall partner experience.

Get to Know the Role

As a Lead, Community Engagement, you will drive community engagement strategies across diverse key segments. Beyond fostering meaningful, trust-based relationships in the field, you will identify structural community trends, translate field insights into actionable solutions, and collaborate cross-functionally to improve the partner experience at scale.

This role will report to Manager, Community Engagement and will be based offsite in Surabaya.

The Critical Tasks You Will Perform

• Lead community engagement across multiple areas or partner segments, building strong and trusted relationships with Driver Leaders and key community stakeholders.
• Drive regular field engagement to stay close to partner sentiment, identify emerging issues early, and maintain a strong understanding of local community dynamics and operational realities.
• Synthesize field feedback into clear themes, risks, and opportunities, and translate these into actionable recommendations for internal stakeholders.
• Partner closely with Operations, Product, Policy, and other cross-functional teams to resolve complex community issues and improve the speed and quality of issue resolution.
• Lead communication and engagement plans for high-impact programme rollouts, sensitive updates, and operational changes that affect driver partner communities.
• Monitor the effectiveness of community programmes, strengthen reporting on key trends and partner experience, and provide guidance to junior team members on stakeholder management and engagement best practices.

Qualifications

What Essential Skills You Will Need

• Bachelor's degree with at least 5 years of experience in community management, field operations, customer success, or a related role.
• You bring relevant experience in community engagement, partner relations, field operations, or stakeholder-facing roles, with a track record of owning programmes or initiatives from planning through execution.
• You have the ability to engage and build trust with diverse communities and stakeholders through compelling communications
• You are a practical solution-builder who is able to identify patterns from field feedback, turn insights into clear recommendations, and support informed decision-making
• You pivot smoothly when plans or priorities change, and you handle sensitive community topics with empathy, care, and a clear understanding of when to act or consult your team
• You bring a structured approach to reviewing field data, excelling at synthesizing diverse perspectives into practical, high-impact strategies
• You are comfortable driving projects forward independently, while ensuring seamless collaboration across multiple teams
• Experience in ride-hailing, the gig economy, driver communities, field team leadership would be an added advantage.

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 provides equal opportunity for Grabbers to grow and perform at their best. We consider all candidates fairly and equally regardless of nationality, ethnicity, race, religion, age, gender, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.