Merchant Operations Manager, Communications & Engagement

• Manage the development and execution of merchant communication plans, ensuring alignment with business objectives and resonance with merchant partners
• Monitor communication channel performance and cost efficiency, providing regular reporting and supporting optimization efforts
• Partner with the team to ensure communication content (e.g., copy, visuals, formats) is engaging, effective, and aligned with brand guidelines
• Own the planning and work with the team on execution of merchant engagement initiatives, including online and offline events, to strengthen relationships and enhance brand presence
• Coordinate with external hardware stakeholders to ensure smooth operations and a seamless merchant experience
• Manage industry partnerships to deliver additional value and benefits to merchant partners
• Collaborate closely with cross-functional teams (Operations, Commercial, PR, Legal, Marketing, etc.) to ensure alignment, information accuracy, and successful execution of initiatives
• Stay informed on market trends and identify opportunities to improve communication and engagement strategies
• Propose and support new ideas and initiatives to enhance the overall merchant experience
• Lead and coach a team of two, ensuring clear prioritization, high-quality delivery, and team development.

• Minimum of 3 years of experience in communications, public relations, marketing, program management, or operations
• Experience in eCommerce, technology platforms, or merchant-facing roles is preferred
• Strong written and verbal communication skills, with the ability to craft clear, engaging messaging and ensure consistency across multiple communication channels
• Proven ability to manage multiple initiatives simultaneously, with strong attention to detail and a track record of delivering high-quality work in a fast-paced environment
• Experience working cross-functionally and coordinating with multiple stakeholders to drive alignment and ensure smooth execution of initiatives
• You must be fluent in Mandarin and English (reading, writing, and speaking).

Prior experience in the food and beverage industry, preferably with merchant-facing experience or can demonstrate an understanding of merchant sentiments and needs.