Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities - we're just getting started.
WhatsApp is a fast, simple, secure, and reliable way to communicate with anyone in the world and build communities. WhatsApp helps people connect and share no matter where they are in the world. Every day, more than 2 billion people in over 180 countries use WhatsApp to stay in touch with friends and family. WhatsApp is free to use, accessible on multiple mobile devices, in low connectivity areas, making it a reliable and accessible product for anyone who wishes to stay in touch with their communities. WhatsApp continues to be an enabler and a digital ally in India’s transformational journey. Payments on WhatsApp is another enormous opportunity that has the potential to bring millions of Indians to the digital payments' ecosystem. India is amid a digital revolution, but the rural and semi-urban populations, especially those at the bottom of the pyramid, in parts, remain untouched by the effects and benefits of a digital transformation. The next tranche of digital products needs to be more accessible and inclusive, and we believe that’s where Payments on WhatsApp can significantly contribute to the mission of digitizing India. We have been working to deliver a simple, reliable, and secure payment experiences for WhatsApp users that we are confident will accelerate the adoption of digital payments for the “next five hundred million” Indians. As the Leader for Offline Merchant acceptance, your mission is to provide the next 500 million WhatsApp Payment users in India access to secure, reliable, and seamless payment experience on WhatsApp while shopping offline. India’s offline merchant landscape ranges from large enterprise merchants, mid-size chains, local kiranas, eateries, pharmacies to home entrepreneurs, make-shift vendors and service providers and is estimated to about 100MM+. SMBs in India largely lag in digital adoption of products, ranging from payments, financial services, commerce, online marketing tools and other business management tools. WhatsApp vision is to enable digitization of SMBs in India and drive financial inclusion. You will have the opportunity to be a key contributor to the above vision & mission by enabling offline merchants across the country to accept Payments on WhatsApp and leverage WhatsApp for Business as a reliable destination for all the above SMB needs. This will build trust among the Offline merchants and create a large digital ecosystem for merchants and customer to transact offline. This is a senior leadership role that represents WhatsApp to millions of small and medium businesses across the country, communicates our strategy and vision and enables them to the pursue WhatsApp Payments and WhatsApp for Business as key enablers to drive the growth of their business. You will bring thought leadership, industry knowledge and cross-functional skills to help solve complex business problems and foster innovation. The role requires delivering success to offline customers and merchants by building & driving adoption of the right solutions and driving execution through cross functional teams and external partners. You will develop strong relationships at senior leadership levels across merchants, partners, vendors, and service providers, build deep industry knowledge across verticals to identify trends & customer needs, work with product teams and channel partners to build relevant solutions and drive revenue and growth. This senior leader is accountable for merchant acquisition, merchant engagement, Merchant Value added services, driving revenue, customer acquisition & daily volumes across all offline payment solutions provided by WhatsApp. The role is based in Gurugram/ Mumbai.
Work with Cross-functional teams in Meta across Product, User research, partnerships to assess the payment needs of the next 500 million WhatsApp users while shopping offline.
Work with the product and technology teams to address the needs of these customers and the experiences they seek while transacting offline.
Build a wide selection of offline Merchants that accept WhatsApp Payments. Draw a clear segmentation of the offline merchant landscape in India and a compelling value proposition for every merchant segment to integrate and accept Payments on WhatsApp.
Work with the senior leadership of large offline merchants to understand their needs, payment solutions and brings these solutions to life by working with Cross functional teams at WhatsApp.
Work with large merchants and intermediaries to make business and investment decisions across GTM (Go to Market) strategy, Sales and Marketing that drive adoption of WhatsApp payments and create value for large/enterprise merchants.
Works with intermediaries/enablers in the offline payment eco-system to integrate WhatsApp Pay for mid- market chains and brands.
Bring a first principles view to long-tail merchant acquisition (30-40 million). Design and execute the long tail offline merchant onboarding and engagement strategy.
Works with the SMB teams and co-owns the strategy for adoption of value-added services i.e., commerce, financial services, ads on the Merchant app i.e., WhatsApp for Business
Recruits and manages a national distribution channel for long-tail merchants. Works with vendors, partners across the country to formulate a distribution strategy and implement it.
Owns the Merchant success and SLAs (Service Level Agreements) and works to provide the best Merchant experience by defining a comprehensive set of metrics across success rates, latencies, transaction flows, Settlements, Customer service, merchant service etc. Builds processes, including tools, to help manage business, and provide operational support to the merchants.
12 years of experience in Business development (BD), Sales, Partnerships across payments/financial services.
Experience in deploying payment solutions for merchants and driving long-term engagement.
Experience in building and managing cost effective distribution channels for offline merchants.
Experience in developing relationships at all levels of management within and outside the organization.
Self-driven, comfortable with a fast, dynamic environment. Should be comfortable with bold goals
Effective business management, and communication skills are critical
Ability to work effectively and drive customer/merchant outcomes in a cross-functional organisational setup.
Excellent interpersonal, verbal and written communication, analytical and presentation skills
Proven Decision-making ability, conflict resolution, problem solving and negotiation skills
The role requires the candidate to travel extensively, including the remote parts of the country to solve merchant needs and concerns.