Company Description
“To be the most loved everyday food and groceries destination!” - that’s our mission at foodpanda (small ‘f’).
foodpanda is the largest food and grocery delivery platform in Asia, outside of China. Operating in more than 400 cities across 11 markets, we continue to expand and grow in our core food delivery business, as well as in new verticals like grocery deliveries, with a strong tech infrastructure at our core. From our restaurants-partners, cloud kitchens and cloud grocery stores — foodpanda is just one tap away, getting everything you need into your hands quickly and conveniently!
If you love working with technology to create solutions and are not afraid to roll up your sleeves to get things done, you will find your tribe here at foodpanda. foodpanda comprises of people from more than 60 nationalities, and we believe in winning through diversity.
foodpanda is part of the Delivery Hero Group, the world’s leading local delivery platform operating in 70+ countries worldwide.
Job Description
Come onboard as a Manager, Social Media and play your part in shaping the Marketplace Experience for Singapore.
Summary
Develop and lead the social media strategy to support marketplace experience objectives, enhance customer engagement, and ensure consistent communication aligned with the brand’s voice and service guidelines.
Key Responsibilities:
Strategy & Alignment
- Develop and implement a cohesive social media strategy to enhance customer, vendor, and rider experiences
- Align social media goals with service initiatives to maintain consistency in communication and messaging across all channels
Customer Engagement
- Manage social media interactions by responding to inquiries (where needed), resolving complaints, and fostering positive relationships through meaningful conversations
- Oversee online communities to encourage engagement and maintain a positive brand sentiment
- Work closely and manage performance metrics for the regional customer service team to ensure they are always equipped with adequate knowledge and resources to resolve any concerns that may arise
Monitoring & Insights
- Monitor social media channels for feedback, ensuring prompt responses to issues and queries
- Track and analyze customer sentiment, comments, and feedback to provide actionable insights for improving products, services, and experiences
Crisis Management
- Act as the first point of contact for social media crises or escalations, ensuring timely and effective resolution
- Collaborate with the service teams to handle sensitive or negative interactions appropriately
Collaboration & Integration
- Partner with marketplace experience leadership to refine strategies that enhance customer, vendor, and rider journeys across social platforms
- Integrate social media activities into broader marketplace experience improvement plans for seamless execution
Performance & Reporting
- Analyze social media interactions to identify key touchpoints and create a seamless journey for stakeholders
- Report on key experience metrics and recommend improvements based on social media trends and data insights
Qualifications
- 3+ years of experience in social media management, customer experience, or a related field, with a focus on customer engagement
- Strong understanding of social media platforms, content creation, and engagement strategies
- Excellent communication skills, both written and verbal, with the ability to handle customer inquiries and feedback with professionalism and empathy
- Proven track record in managing customer interactions and resolving issues via social media
- Ability to analyze social media metrics and derive actionable insights
- Strong problem-solving skills, with the ability to handle customer escalations and crises effectively
- Creativity and a keen eye for content that resonates with target audiences
- Bachelor's degree in marketing, communications, or a related field (preferred)
Additional Information
- A dynamic and challenging working environment with a steep learning curve
- Responsibility from day one in the leading food delivery company in the world
- The opportunity to be part of a happy, high functioning and smart team
- Periodic fun, engaging company events & team activities
- A company committed to developing you personally and professionally.
- A vibrant and international team with diverse backgrounds from all over the world
- A culture that empowers you to take full ownership of your work and career
Our parent company, Delivery Hero, is a global leader in the food delivery industry processing over 3 million orders every day and operating in 40+ markets in the world, with 18,000 employees and approximately 500,000+ restaurant partners.
