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.
Requirements
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.
