POSITION: MARKETING SPECIALIST for DELIVERY CHANNELS (Food Delivery Platforms, App & Website Management)
- Work location: Binh Thanh Dist - HCMC
- Report to: Off-premis Marketing Manager (Omnichannel Marketing Unit)
- Work place: Binh Thanh District - HCMC
- Working time: Monday - Friday
JOB SUMMARY:
Responsible for supporting the execution and performance of off-premise marketing channels, including aggregators and digital platforms, through campaign coordination, data tracking, customer engagement, and partnership management.
PRIMARY RESPONSIBILITIES:
1. Off-premise Channels Project Execution & Digital Platform Management
• Execute off-premise business initiatives across aggregators (GrabFood, ShopeeFood) and digital ordering platforms (App, Website).
• Coordinate and manage campaign setup, promotion implementation, product/menu updates, push notifications, and aggregator menu activation across platforms.
• Ensure proper tagging and linking for performance tracking.
• Coordinate with Trade Marketing and agencies for timely content posting across digital touchpoints.
• Monitor campaign performance and provide post-campaign analysis with actionable insights.
• Support omnichannel digital transformation and platform integration projects.
• Execute aggregator media activations and omnichannel campaigns.
2. Cross-functional Alignment & Support
• Coordinate and process store information updates from Operations, including login accounts, store phone numbers, and platform-related information.
• Support campaign setup and image/content updates on off-premise channels requested by other departments.
• Coordinate with Operations teams to resolve arising issues on off-premise channels, including payment issues, loyalty/VIP card updates, and platform operational concerns.
• Support internal alignment across departments to ensure smooth campaign and platform executionExecute aggregator media activations and omnichannel campaigns.
3. Customer Feedback & Service Coordination
• Gather, monitor, and summarize customer feedback and feedback ratings from app platforms, aggregator reviews, hotline channels, and other touchpoints.
• Maintain and update FAQs, response templates, and customer service guidelines for digital platforms.
• Coordinate with relevant departments to resolve customer experience and service-related issues.
• Ensure customer feedback tools and functions (survey, rating, contact forms) operate properly across platforms.
• Respond to customer feedback and raise tickets for customer recovery and issue resolution when feedback belongs to other departments.
4. Vendor / Partnership Support
• Coordinate administrative activities for off-premise and omnichannel projects, including reports, PO/PR processing, and meeting documentation.
• Coordinate with vendors, Procurement, and internal stakeholders on document submissions and project timelines.
• Execute partnership activities such as PepsiFund, aggregator co-promotions, and omnichannel campaigns.
• Coordinate and support contract handling with external partners and aggregators, including contract review, renewal tracking, and alignment with business and legal requirements.
• Maintain trackers for contracts, timelines, deliverables, and partnership activities.
5. Administration & Channel Management Support
• Monitor and consolidate weekly/monthly channel performance reports and KPIs (GMV, order volume, conversion rate, cancellation orders, app downloads, etc.).
• Conduct competitor benchmarking on promotions, pricing, visibility, and platform activities.
• Analyze channel performance and provide actionable insights to support business planning and optimization.
• Maintain and update SOPs, business rules, trackers, and operational documents.
• Support Omnichannel Store Memo tracking and management.
• Track omnichannel budget spending and support budget monitoring activities.
• Support other omnichannel and administrative tasks as assigned.
REQUIREMENTS:
1. Education
- Bachelor’s degree in Marketing, E-commerce, Communication, or a related field.
2. Experience
- 1–3 years of experience in Marketing, E-commerce, Aggregator/Delivery Platform Management, or Omnichannel Operations.
- Experience in QSR/F&B, FMCG, or Digital Consumer Brands is an advantage.
- Familiarity with food delivery platforms (GrabFood, ShopeeFood, etc.), CRM tools, and data dashboards.
3. Training / License / Certification
- Training in Digital Marketing, CRM, or E-commerce Operations is preferred.
- Certification in Google Analytics, Meta Ads, or similar digital marketing tools is a plus.
- Basic understanding of data privacy compliance and customer data handling.
4. Essential Traits
- Strong attention to detail and accuracy in data and report handling.
- Highly organized and able to manage multiple campaigns and stakeholders simultaneously.
- Good analytical thinking with the ability to extract insights from performance data.
- Effective communication and coordination skills across teams (Marketing, Operations, IT, Agencies).
- Proactive, solution-oriented, and possesses a strong sense of ownership.
5. Work conditions:
- Primarily office-based with occasional travel as required.
6. Managerial / Technical Leadership
- Critical Thinking
- Effective Communication
- Project Coordination
- Cross-functional Collaboration
- Performance Ownership
- Campaign Execution & Tracking
- CRM & Customer Engagement
- Data Analysis & Reporting
