Junior Merchant Community Manager

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Shopee Full time 30,000 - 60,000 per year

Department Business Development and Partnerships

LevelEntry Level

LocationMalaysia - Kuala Lumpur

The Business Development and Partnerships teams at Shopee are dynamic and energetic. The teams are always looking to acquire business opportunities to drive Shopee to be the No. 1 e-commerce platform in Southeast Asia and Taiwan. The aim of the Business Development and Partnership teams is to provide Shopee's buyers with a wide variety of product listings at the best prices.

Job Description:

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.

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.

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