Mô tả Công việc
POSITION: MARKETING SPECIALIST for DELIVERY CHANNELS (Food Delivery Platforms, App & Website Management)
- Work location: Binh Thanh Dist - HCMC
- Report to: Omnichannel
Marketing Manager (Expat) & Off-premis Marketing Manager (VNese)
- 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