Product Manager, Merchant Platform & Supply

About Klook

We are a leading pan-regional experiences platform in Asia Pacific, purpose built to digitalize experiences and make them accessible to every traveler.

Our mission is to build the digital infrastructure for the global experience economy - empowering merchants to share their passions and travelers to discover the heartbeat of each destination.

We operate a mobile-first, curated platform featuring diverse experiences across global destinations.

Do you share our belief in the wonders of travel? Global citizens ourselves, Klookers are not only curating memorable experiences for others but co-creating our world of joy within Klook.

We work hard and play hard, upkeeping our high-performing culture as we are guided daily by our 6 core values:

Customer First

Push Boundaries

Critical Thinking

Build for Scale

Less is More

Win as One

We never settle, and together, we believe in achieving greater heights and realizing endless possibilities ahead of us in the dynamic new era of travel. Care to be a part of this revolution? Join us!

Role Overview

Role Title: Product Manager (Merchant Platform)

Function: Product

Seniority Level: Mid-Senior level

Employment Type: Full time

About the role

The merchant-side capability - how merchants onboard, how they get matched, how they talk to travellers, how they quote and settle - the thing that decides whether this business can scale. This role owns that capability. We're looking for a PM with real supplier / merchant-platform experience to build/maintain the Merchant Portal, the middle-layer IM system and the supply management stack from the ground up.

What you'll do

• Merchant Portal: Merchant onboarding and qualification review, merchant profile and capability tagging, proposal and quotation tooling, order management, settlement and reconciliation.
• IM Tool: Design and ship the middle-layer IM system - powering traveller ↔ sales agent / merchant conversations with message retention and quality monitoring, detection of risky behaviour and leakage prevention (off-platform deals, agent poaching), multi-channel support (WhatsApp / LINE / WeCom / in-app IM) and per-market localisation.
• Supply & matching: Design merchant tiering and matching logic to route demand to the right merchant or agent; define and enforce response SLAs (e.g. a proposal within 4 hours); manage supply coverage and quality.
• Merchant efficiency metrics: Own response time, proposal turnaround, quote quality, merchant activity and retention - and keep improving them through product.
• Cross-functional delivery: Work with a 5-person engineering team plus BD and OPS; translate the real pain points of merchants and operators into shippable solutions.
• Process abstraction: Break complex, interrelated merchant workflows into multiple specs in a sensible order, with a realistic feel for the engineering effort involved.

What you'll need

• 4+ years (P5) / 5+ years (P6) of B2B / internal-platform product experience.
• Supplier or merchant-side experience is required: you have directly owned a merchant portal, partner portal, supply management system, merchant settlement or merchant operations tooling.
• Experience with IM systems, CS ticketing, SCRM or messaging platforms is a plus.
• Strong process abstraction and modelling: you can structure a messy offline workflow into a scalable, configurable system.
• Risk awareness: you understand the risks a platform carries when it intermediates (data leakage, off-platform transactions, disputes) and can constrain them through product mechanics.
• Data fluency: you can define a B-side efficiency metric framework and analyse it yourself.
• Stakeholder management: you can align BD, OPS, Finance and Legal, find the balance when their needs conflict, and escalate effectively when they can't be reconciled.
• Professional English; comfortable working with merchant teams across Southeast Asia and Japan/Korea.

Nice to have

• Product experience in travel supply chain (DMCs, local operators, outbound agencies).
• Multi-channel messaging integration (WeCom, WhatsApp Business API).
• Experience designing leakage prevention or agent-binding mechanics for a platform.
• Merchant settlement, split payments or multi-currency reconciliation experience.

Klook is proud to be an equal opportunity employer. We hire talented and passionate people of all backgrounds. We believe that a joyful workplace is an inclusive workplace, one where employees from all walks of life have an equal opportunity to thrive. We’re dedicated to creating a welcoming and supportive culture where everyone belongs.

Klook does not accept unsolicited resumes from any temporary staffing agency, placement service or professional recruiter (“Agency”). Klook will not be responsible for, and will not pay, any fees, commissions or other payments related to such unsolicited resumes.

An Agency must obtain advance written approval from Klook’s Talent Acquisition Team to submit resumes, and then only in conjunction with a valid fully-executed agreement for service and in response to a specific job opening for which the Agency has been requested to submit resumes for. Klook will not be responsible for, and will not pay, any fees, commissions or other payments to any Agency that does not have such agreement in place or does not comply with the foregoing.