Regional Community Manager (Southeast Asia + India)

Company Overview

We operate Rx Sciences—a leading veterinary pharmaceutical platform serving pet owners across Southeast Asia and India. We've built direct relationships with tens of thousands of pet owners through responsive community management and clinical education. We're now transitioning from pure e-commerce to a vertically integrated pharmaceutical company with GMP manufacturing, proprietary formulations, and institutional credibility.

You'll be joining during a strategic inflection point: maintaining our commercial momentum while building the infrastructure for long-term dominance.

Role Summary

You will own the digital community infrastructure across Malaysia, Singapore, Indonesia, Philippines, Thailand, Vietnam, and India—managing the primary touchpoint between our brand and pet owners in crisis.

This is not a post pretty pictures social media role. You'll be managing high-stakes medical situations where pets lives depend on accurate information, fast responses, and empathetic guidance. You'll operate at the intersection of customer service, clinical education, and crisis management across multiple languages and cultures.

You are the trust layer that allows our pharmaceutical platform to scale in fragmented, low-trust markets.

Key Impact Areas

• Revenue Protection: Safeguard our current e-commerce revenue base generating MYR 3-5M+ annually across these markets
• Customer Lifetime Value: Increase repeat purchases and reduce churn through strong community engagement
• Market Intelligence: Provide frontline insights that inform product development, pricing strategy, and regional expansion
• Competitive Moat: Build communities with high trust and engagement that competitors struggle to replicate

Core Responsibilities1. Multi-Platform Community ManagementWhatsApp Communities (Primary Channel)

• Manage 7 regional WhatsApp communities (Malaysia, Singapore, Indonesia, Philippines, Thailand, Vietnam, India)
• Maintain <2 hour response time during business hours for urgent medical inquiries
• Triage cases: routine questions vs. complex medical situations requiring escalation
• Coordinate with customer service on order issues, shipping delays, product availability
• Track sentiment, recurring issues, and regional differences in inquiry patterns

XiaoHongShu / (Mandarin Market)

• Build and moderate our Mandarin-speaking community (Malaysia, Singapore, Chinese-speaking expat communities)
• Create educational content optimized for XHS algorithm and aesthetic standards
• Engage with pet owner community, curate success stories, respond to comments/DMs
• Monitor competitor activity and trending topics in veterinary health space

Facebook Groups (Legacy/Older Demographics)

• Manage regional Facebook groups (primarily Philippines, Malaysia, India where FB remains dominant)
• Maintain clinical credibility while providing emotional support to pet owners
• Moderate discussions, prevent misinformation, escalate serious medical concerns

Instagram (Brand Building)

• Create and schedule educational content (Reels, Stories, carousels explaining treatment protocols)
• Curate UGC (treatment success stories, testimonials, transformation posts)
• Engage with pet influencer community and veterinary professionals on platform

Meta Business Suite

• Centralized management of cross-platform engagement
• Track performance metrics (response times, engagement rates, conversion funnel health)
• A/B test content formats, messaging variations, regional adaptations

2. Content Strategy & Clinical EducationEducational Content Creation

• Translate complex pharmaceutical protocols (GS-441524 dosing, EIDD-1931 administration, severity-based treatment frameworks) into accessible, culturally appropriate content
• Create snackable social content: infographics, short videos, dosing calculators, symptom checkers
• Develop region-specific content calendars accounting for cultural sensitivities, seasonal disease patterns, local holidays

User-Generated Content Curation

• Collect and verify treatment success stories (with privacy compliance)
• Create case study content showcasing treatment journeys
• Build social proof library for ongoing marketing use

Crisis Communication

• Serve as first responder for pet owners in high-stress medical situations
• Provide protocol guidance without practicing veterinary medicine (critical boundary)
• Maintain clinical accuracy while offering emotional support
• Know when to redirect to veterinary consultation vs. provide educational resources

3. Regional Market Intelligence & Conversion OptimizationCommunity Insights

• Document recurring questions, concerns, objections across different markets
• Track competitor activity (pricing, product claims, community strategies)
• Identify emerging trends (disease outbreaks, seasonal patterns, pricing sensitivities)
• Feed insights to product development, marketing, and commercial teams

Conversion Funnel Optimization

• Track journey: inquiry education purchase
• Identify friction points in customer journey by region
• Collaborate with e-commerce team to improve conversion rates
• Test messaging variations to improve purchase intent

The Ideal CandidateLanguage Fluency

• Native Mandarin (for XiaoHongShu and Mandarin-speaking Malaysia/Singapore communities)
• Native English (for Philippines, India, Singapore, international communications)
• Professional Bahasa Malaysia (for Indonesia bridge—BM and Bahasa Indonesia are 60-70% mutually intelligible)
• 3-5 years in community management, social media, customer success, or related field
• Demonstrated experience managing high-volume customer communications (50+ conversations/day)
• Portfolio of social media content (especially video/short-form content on IG/TikTok/XHS)

Compensation & BenefitsBase Salary

• MYR 60,000 - 78,000 per year (MYR 5,000 - 6,500/month)
• Commensurate with experience and language proficiency

Performance Bonus

• Up to 20% of base salary tied to:
• Community engagement metrics (response times, satisfaction scores, active member growth)
• Conversion performance (inquiry purchase rates, revenue attribution)
• Content performance (engagement rates, UGC generation, reach growth)

Additional Benefits

• Regional travel budget: MYR 8,000-12,000/year (for team meetings, potential regional conferences)
• Professional development: MYR 3,000-5,000/year (Meta Blueprint certifications, content creator courses, language training)
• Equipment & tools: MacBook or high-spec laptop, professional camera/lighting for content creation, software subscriptions (Adobe, Canva Pro, etc.)
• Health insurance: Private medical coverage
• Flexible work: Hybrid model (2-3 days/week in office if Malaysia-based, remote otherwise with core SEA business hours)