Junior Merchant Community Manager - ShopeeFood

Overview

• Hands-on junior role to establish and grow ShopeeFood's merchant community presence starting with Facebook, then expanding to RedNote, TikTok, and Instagram.
  

Key Responsibilities

• Launch & configure channels: create Facebook page/groups, set profiles, branding, permissions prepare templates for other platforms.
• Content repurposing & publishing: adapt existing assets (captions, aspect ratios, thumbnails, short clips) and schedule via content calendar.
• Daily community management: monitor/respond to comments and messages, enforce brand voice, moderate conversations, de-escalate conflicts.
• Escalation & handoff: escalate operational/safety issues to manager/Ops/CS and follow escalation protocols.
• Growth experiments: design/run small tests to drive engagement, sign-ups/installs and campaign participation.
• Process & playbooks: create moderation guidelines, posting cadences, content pillars, FAQs, escalation flows and SOPs for handoffs.
• Project execution: plan and manage launches with clear timelines, priorities and delivery under tight deadlines.
• Reporting & insights: track core metrics, produce weekly/monthly summaries and actionable recommendations surface merchant feedback.

• Bachelor's degree in Marketing, Communications, Media Studies or equivalent.
• 1-2 years experience in social media, community management or content-adjacent roles (agency/in-house/internships).
• Proven experience setting up social channels and community spaces from scratch (page/group creation, channel config, roles/permissions).
• Strong practical knowledge of Facebook familiarity with RedNote, TikTok and Instagram (post types, community features, moderation tools).
• Demonstrated ability to repurpose existing content across platforms (formatting, captions, thumbnails, scheduling).
• Strong moderation and community-management skills skilled at tone/brand enforcement and conflict de-escalation.
• Comfortable running small experiments and analysing simple metrics (engagement, response time, community growth, referral/UTM traffic).
• Project management under pressure: able to manage timelines, priorities and deliverables to meet tight deadlines.
• Excellent written communication in English and Malay other local languages a plus.
• Patient, detail-oriented, customer-facing temperament able to work full-time onsite and collaborate across Ops/CS/Creative.