Communication & Engagement Lead - Shopeefood

DepartmentOperations- LevelExperienced (Individual Contributor)- LocationMalaysia - Kuala LumpurThe Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.- ** This role will be placed in the Driver Operations Team - ShopeeFood**:- Oversee driver-related comms (drafting and setting up via various channels available) and tracking of comms cost which liaise with regional team- Oversee learning and development of drivers (onboarding and educational materials for drivers), including publishing of driver related FAQ- Oversee creative team in designing and creating content/ poster for any announcement/ communication to shopeefood drivers.- Key PIC to Assist Driver Ops lead in driver acquisition, initiation, activeness and campaign roll-out.- Main PIC in maintaining driver website page, engagement click and placement of content.- Plan and execute online and offline engagement plans for drivers- Assisting on the internal and external brand partnership for driver perks including performance impact.- Assist product team for some driver-related feature launch and enhancement in terms of comms, help center article drafting and UAT if needed.- Support in the ShopeeFood expansion project (new state / city expansion) from the communication and engagement part.- Set up Ads for driver acquisition purpose and tracking of leads generated and acquisition cost on a weekly basis.- Support in optimizing chatbot and taskbot in driver apps.**Requirements**:- At least 3-5 years of working experience in any related operations management background.- Experience in leading a team is a must- Good communication skills and attention to detail.- Able to work as an individual and also with a team.- Independent and flexible to take on new tasks.- Analytical skills would be an added advantage.- High proficiency in MS Excel and MS PowerPoint to deal with large-size data, analyze and translate trends and present to the higher management- A team player with a collaborative mindset, working across various functions in- and outside of the driver operations team- Team player, excellent in both written skills and verbal communication- Having exposure to E-commerce, and a logistics background is a plus point