Graduate Management Trainee

We are entering a new chapter of disciplined, profitable growth. We are sharpening category focus, deepening customer relevance, and rebuilding our commercial and operational engine for scale. We believe Customer Experience is not just a support function. it is a strategic capability that can drive revenue, productivity, and long-term customer loyalty. As part of this transformation, we are launching two venture-building tracks within Customer Experience. Both roles are designed for highly analytical graduates who want to build and scale new capabilities from the ground up. This is not a traditional graduate rotation. It is a mission-based build role. Venture Builder Tracks Track 1: CS Revenue Lab Mission: Turn Customer Service into a structured, revenue-generating function. Global brands such as Zappos, Chewy, Shopify, and Glossier have demonstrated that service interactions can drive loyalty, increase average order value, and unlock incremental revenue. We are building our own model for the region — from zero. What You Will Build Revenue Architecture Identify high-intent customer moments across inbound and outbound journeys Build upsell, cross-sell, and win-back frameworks Define incentive structures aligned to contribution margin Set conversion and revenue benchmarks Operating Infrastructure Implement CRM tracking and reporting dashboards Create SOPs and QA frameworks Establish coaching loops and performance cadence Introduce automation or AI tools where relevant Commercial Impact Improve conversion per interaction Increase revenue per ticket Strengthen repeat purchase and retention metrics Ensure positive contribution to unit economics Track 2: Future of Work Lab – Customer Experience Mission: Redesign Customer Experience workflows using automation, process optimization, and AI. Companies like Amazon, Shopify, and Airbnb have invested heavily in workflow design, automation, and AI to elevate service from reactive handling to intelligent orchestration. We are building our own version for the region. What You Will Build Workflow Architecture Audit current CX processes across tools and touchpoints Identify bottlenecks, redundancies, and manual dependencies Redesign workflows for speed, clarity, and scalability AI & Automation Deployment Implement AI copilots and smart routing tools Automate repetitive interactions where appropriate Introduce knowledge systems to improve response accuracy Measure productivity uplift and quality improvements Operating System Design Define performance metrics beyond ticket closure Build dashboards tracking efficiency, quality, and intelligence Create SOPs embedding automation by default Partner with Product and Tech to scale solutions Who This Role Is For You are: Commercially curious and metrics-driven Energized by building structure from scratch Comfortable operating in ambiguity Systems-oriented and analytical Motivated by ownership and accountability Requirements 0–2 years of experience Strong academic background in Engineering, Computer Science, Economics, Business Analytics, Data, or a related analytical field